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How can I troubleshoot declined Spendesk virtual card payments?

Updated over a week ago

Spendesk virtual cards provide an efficient way to manage transactions, but occasionally, payments may be declined. Below, we outline common causes of declined payments, along with diagnostic steps and potential solutions.

Common Causes of Declined Virtual Card Payments

1. Incorrect Card Details

Entering the wrong expiration date, card number, or CVC code can lead to transaction failures. For example, a mismatch during payment can activate a security rule and block the card.

2. Insufficient Funds or Account Restrictions

Virtual card payments might fail if there are insufficient funds on either the card or your company's Spendesk account. Restrictions set by your administrator or daily/monthly limits can also be contributors.

3. 3D Secure (3DS) Authentication Issues

Some merchants require 3DS authentication for online payments. If you do not receive an authentication code or have trouble with authentication, the payment may be declined.

4. Merchant-Specific or Technical Issues

Occasionally, the issue may lie with the merchant’s payment system rather than the card. This includes:

  • The merchant not supporting 3DS or Strong Customer Authentication (SCA).

  • Technical issues, such as terminal disconnection or incorrect terminal configuration.

Steps to Diagnose Issues

  1. Double-Check Card Details: Ensure the expiration date, card number, and CVC are accurate.

  2. Test with Another Merchant: If the card works elsewhere, the issue may be merchant-specific.

  3. Verify Authentication Setup: - Add your phone number in Spendesk under My Profile > Security phone number. - Download the Spendesk mobile app, which is required for some verifications.

  4. Contact the Merchant: Reach out to verify if there are any technical issues on their side.

Recommended Solutions

1. For Expiration Date or Card Detail Errors

If your card is blocked due to incorrect details, create a new virtual card and ensure all details are correct.

2. For Authentication Challenges

  • Follow the authentication methods specific to your account region: - GBP Account: Use both a payment password (found in the mobile app) and a one-time SMS code. - EUR Account: Validate payments directly via app notifications.

  • Retry the payment if authentication fails initially; subsequent attempts may succeed.

3. For Merchant-Specific Issues

Consider adding your Spendesk card to your PayPal wallet and using PayPal as an intermediary payment method.

4. For Cancellations Due to Authorization Requests

If funds are held after a canceled authorization request:

  • Check your email notifications for details.

  • Retry the payment after verifying balance and restrictions.

5. Other Useful Tips

  • Disable AdBlock extensions or any VPN services, as they may interfere with payments.

  • Ensure you’re using the correct billing address tied to your card.

Conclusion

By following the diagnostic steps and applying the recommended solutions above, most virtual card payment issues can be resolved effectively. If problems persist, contact Spendesk support for additional assistance.

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