Declined transactions, locks and card errors

Why was my payment declined?

A decline usually comes down to one of three things: the retailer, the type of transaction, or your balance.

1. Reasons to do with the retailer

• The retailer does not accept digital card payments
• The retailer does not accept European-issued debit cards
• The retailer does not have 3DS or SCA enabled, the security check that protects customers from fraud

2. Reasons to do with the transaction

• Recurring payments, such as subscriptions, may be declined
• Transfers to other payment platforms such as Revolut or PayPal, bank transfers and cash withdrawals are not supported.

3. Reasons to do with your balance

There may not be enough on the card to cover the purchase. You can check your balance in the App. See Viewing your cards, balance and transactions in the app

If you were asked to verify the payment and that step failed, see Changing the phone number linked to your CleverCard

My card says “This card cannot be used”

This message can appear for a few reasons:

• You have only just activated the card. Card details take a moment to generate and the message should disappear within 10 to 30 minutes.
• The card has been locked or closed.
• There is a temporary connection issue between the card network, the retailer and CleverCards.

My CleverCard is locked

If your card has been locked, it has been done to protect your account.