We've had this happen to us, too. Having your card declined can be super frustrating and confusing. Not to worry, we are here to help sort it out. There could be a number of reasons why a transaction was rejected. Here are a few of the common ones;
- Insufficient funds in your account. This can happen if you just deposited money and it hasn't cleared yet (become available for use), or if your balance was below the attempted charge amount at the time of the transaction. You can always check your current balance and look for pending transactions in the Wise app.
- Suspicious Transaction - If you buy lunch in Austin, TX at 1:30pm and an hour later our system thinks you are in NYC buying a pizza oven at a restaurant wholesaler, our fraud-monitoring systems may say "wait a second, something is off here" and decline the transaction. These kinds of blocks are for everyone's safety, but can be annoying if they are legit. If this has happened to you, please let us know by starting a chat using the green chat button in the lower right corner of this page.
- Card Blocked - Either you or someone else on your team or account blocked the card you are using from within the Wise app. If you reported a card lost or stolen the card will be blocked. If enough transactions get declined for suspected fraud, the card will also become blocked. You can see the status of the card in the Wise app. More on that here.
- Incorrect Pin - If your pin number was required for the transaction and you entered it incorrectly
If none of the above reasons explain why your card was declined, please contact us using the green chat button on this page or reach out via firstname.lastname@example.org and we'll get right on it!