Encountering declined transactions can be frustrating. Here’s how to find out what’s happened, and some common reasons and steps to prevent declined transactions or resolve them.
How do I find out why my transaction has failed?
You’ll receive a mobile notification which will give the reason for the declined transaction and, if possible, the next steps to take.
You can also check why a transaction was declined by logging into the web app or mobile app. Declined transactions will be flagged with a red cross in the web app or labelled as ‘Declined’ in the mobile app. Click on the declined transaction to get more information about why the payment was declined, e.g. ‘Transaction declined due to insufficient balance’.
Most common reasons for failed transactions and how to avoid them:
Here are the most common reasons why transactions decline and how to try and avoid them:
You have insufficient funds
- Check that there's enough money in your card’s wallet (its funding source) to cover the cost of your transaction. Admins can manage this on web app or mobile app from Deposit info or Transfer to add or transfer money to the linked wallet.
- Request funds from your manager by tapping on Cards > Request funds in the mobile app or Requests > Make a request in the web app.
- Admins can set up low balance transfers, so users never run out of money. An automatic transfer happens when the wallet balance drops below a set amount. Learn how to set up low balance transfers here.
- Activate low balance alerts to receive notifications when your balance drops below a certain amount. Click here for instructions.
You need to use chip & PIN
- After every 5 contactless transactions, you need to use chip and PIN for the next transaction. Insert your card into the reader and enter your PIN. You can then use contactless again next time.
- Check your card’s PIN in the Cards section of the mobile app, under Card info > View Pin.
- Admins can send PIN reminders from the web app. Go to Cards > Card info > Send PIN via SMS.
You’ve entered the PIN incorrectly or you’ve made a typo
- If you don’t remember your PIN, you can check the card’s PIN on the mobile app. Tap Cards > Card info > View Pin.
- If your card is blocked because you entered the PIN incorrectly 3 times, we'll send you a notification and investigate the potentially fraudulent use of the card. All being well, we should unblock your card and reset the PIN within hours.
- If your card doesn’t work when paying online, double-check that you've entered the expiration date and CVV code correctly.
There are limits on your card or wallet
- A transaction may decline due to limits set up by your admin. This might restrict the types of items you can buy or the merchants you can buy from. If you’ve had a transaction declined while travelling abroad, there might be limits on which countries you can use that card. Your company admin can also set limits on cash withdrawals or block ATM withdrawals.
- Check the card’s limits on the mobile app. Go to Cards > Spending limits to see if you have any limits.
- Contact your admin to adjust limits, especially when travelling or facing restrictions.
The card’s been deactivated, disabled, or has expired
- Check your card’s status in your web app or in the Cards section of the mobile app.
- If your card is expired or deactivated, contact your admin to order a new card or reactivate it.
The card hasn’t been activated yet
- Some cards require activation before making your first transaction.
- If your card status is ‘Awaiting activation’ you need to activate your card using the Soldo mobile app or web app. Follow this link for activation instructions.
- After activating your card, you’ll need to use chip and PIN for your first transaction before using contactless payments.
If you’ve checked the reasons above and want more information on a specific declined transaction, you can report it to us in the web app or mobile app.
How to report a declined transaction in the mobile app:
- Log into the mobile app
- Navigate to Transactions
- Tap on the transaction you wish to report, which will open a full view of the transaction details
- Scroll down the bottom and tap Having issues? Tell us.
- Select Declined payment > Report declined payment.
How to report a declined transaction in the web app:
- Log into the web app at manage.soldo.com
- Navigate to Users
- Select the user involved
- Click Activity
- Click on the transaction you wish to report, which will open a full view of the transaction details on the right-hand side.
- Scroll down the bottom and click Having issues? Tell us.
- Select Declined payment > Report declined payment.
Once you have reported a declined transaction, our support teams will investigate the issue and will keep you informed of any updates.
If you need further information or have more questions, you can contact us here. We’ll be happy to help!