Need a hand?

If your card payment failed, and the reason given is 'no credit functionality enabled on your card', it means that your debit card was charged in credit mode. We're still in the process of launching Credit Cards in Brazil, so access is currently limited.

If you don't have the credit option in-app, and you haven't been invited via e-mail, your combo card will only work as a debit card.

Make sure you select 'Debit card' as the payment method when spending with your card. Our customer support team won't be able to provide earlier access to the credit feature.

• Because of restrictions set by the merchant
• Technical issues on the merchant's side

We can't see the declined payment from our side, but you can fill out this form so that we can reach out to the merchant and resolve the issue as soon as possible.

Alternatively, use this link to try to identify the issue and find a solution for the declined withdrawal yourself.

• From your home screen, open your transactions list by tapping 'See all' below your most recent transactions
• Tap the declined payment to see the transaction's details
• The reason for the declined payment should be visible in the 'Status' section
• For more support, tap 'Get help'

If you're trying to pay with your physical card and the same method (chip and PIN, contactless, or swipe) fails multiple times, check your card for damage and consider ordering a replacement card in-app. Fees may apply.