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Personal · Cards · More help with cards · Issues with a card

My physical card is not working

If your physical card did not work when you tried to use it, tap on the failed transaction in-app to see the decline reason and find relevant troubleshooting tips.

In the meantime, you can try using a different payment method using your card:

  • In-person payment methods: Chip and PIN, swipe, Apple Pay, Google Pay, or contactless with card. To check if the contactless option is enabled in your card settings, go to cards → choose 'Settings' → select 'Contactless Payments'
  • Online payment methods: Enter the details manually or use Apple Pay or Google Pay

If there’s no information in-app about the decline reason, try using a different card. To create a new virtual card which is ready for use:

  1. Go to 'Home' on the bottom menu
  2. Tap the card icon in the top-right corner
  3. Select 'Add New' and create a debit virtual card
  4. Add the card to Apple Pay or Google Pay. You can use your virtual card after it has been added

If your physical card continues to fail, check for damage and order a replacement if needed (fees may apply). To order a new physical card:

  1. Go to 'Home' on the bottom menu
  2. Tap on the card icon in the top-right corner
  3. Select the card and tap 'Settings'
  4. Scroll down and tap on 'Replace card'. Fees may apply, although your first replacement will be free in cases when your card has been damaged

To find out more about blocked cards, follow this FAQ. If you need to reactivate your card, read this FAQ for more details.