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If you’re having issues with your physical card and the declined transaction is visible in the app, follow these steps: 

Tap on the transaction for the exact decline reason and relevant troubleshooting tips. Try using a different method:

  • In-person: chip and PIN, swipe, Apple Pay, Google Pay, or contactless with card. Check if the contactless option is enabled in your card settings. Head to 'Cards' → choose 'Settings' → select 'Contactless Payments'.
  • Online: enter the details manually or use Apple Pay or Google Pay.

If there’s no information in the app about the declining reason:

  1. Try using a different card:
  2. Go to the 'Cards' section, by tapping the card icon in the top right.
  3. Tap here to get a virtual card.
  4. Add the card to Apple Pay or Google Pay. You can use your virtual card added to Apple Pay or Google Pay immediately. Just tap your phone on the payment terminal to use it.

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

  1. Tap on the card in the 'Cards' section (the card icon in the top right).
  2.  Select the card and tap 'Settings'.
  3. Tap 'Replace Card'. Fees may apply, although your first replacement will be free in case the card is damaged.

To find out about a blocked card, follow this FAQ page for relevant troubleshooting methods.