There are several reasons why your transaction might have been declined. If these don't explain why your transaction has been declined, or you have more questions, contact us. We’ll be happy to help!
You have insufficient funds
Check that there's enough money in the card’s funding source to cover the cost of your transaction. You can do this on the web console or in your mobile app.
Contact your manager or admin to request more funds. You can also do this by tapping ‘Request funds’ in the app.
You need to use chip & PIN
After paying contactless 5 times, you’ll need to use chip and PIN for the next transaction. Try making the transaction again, this time putting your card into the card reader and entering your PIN rather than using contactless. You can then use contactless again next time.
If you need to check the card’s PIN, go to the ‘Cards’ section of the mobile app, then tap ‘Card info’ and ‘View Pin’.
There are limits on your card or wallet
Admins can put limits on cards and wallets. 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 also be limits on the countries in which you can use that card.
You can check the card’s limits on the mobile app. Go to ‘Cards’ then ‘Spending limits’ or ‘Geo Control’ to see if any limits apply. Contact your admin about changing these limits.
The card hasn’t been activated yet
You need to activate your card before making your first transaction on it. You can do this straight away using the Soldo mobile app or web console: How do I activate my plastic card?
The card’s been deactivated or disabled, or has expired
Your admin might have locked or disabled your card, or the card could have expired. You can see the card status in your web console or in the ‘Cards’ section of the mobile app.
Contact your admin about reactivating the card or ordering a new one.
You’ve entered the PIN incorrectly
You can check the card’s PIN on the mobile app. Go to ‘Cards’ then ‘Card info’ and tap ‘View Pin’.
If you enter it incorrectly 3 times, your card will be blocked. If this happens, 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.
You’ve made a typo
If you’re paying for something online, check that you've entered the expiration date and CVV code correctly.