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. Spendesk virtual cards have a maximum transaction limit of 50,000 EUR, so ensure the payment does not exceed this amount. Additionally, for subscription cards, confirm that the monthly budget covers the payment amount.
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.- Some merchants, such as hotels, may require pre-authorizations that can be double the expected amount; ensure your card has adequate funds to accommodate this.
Steps to Diagnose Issues
Double-Check Card Details: Ensure the expiration date, card number, and CVC are accurate.
Test with Another Merchant: If the card works elsewhere, the issue may be merchant-specific.
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.
Contact the Merchant: Reach out to verify if there are any technical issues on their side.
Disable Ad Blockers: If paying via desktop, disabling ad-blocking extensions can prevent disruptions with 3D Secure authentication prompts.
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.- If issues persist, uninstall and reinstall the Spendesk mobile app, then retry the payment.
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.
Solutions for High-Value Transactions
For transactions exceeding the Spendesk virtual card limit of 50,000 EUR, split the amount into smaller payments (e.g., two payments of 25,000 EUR each).
Alternatively, initiate a bank transfer via Spendesk for payments that surpass the card's transaction capacity.
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.