Payment failures can happen for various reasons. Below, we outline common causes and solutions to help you resolve the issue.
Online Payments and 3DS Verification
For online payments, ensure your phone number is added in My profile > Security phone number. This enables 3DS verification via text or the Spendesk mobile app.
Insufficient Funds
Spendesk Card: Ensure you have enough funds on your card.
For debit cards, check if your company’s wallet has sufficient funds. Contact your Controller to initiate a transfer if needed.
Request a top-up for your physical card via Cards > Load.
Single-Use Virtual Card: Cancel the current card request and create a new one with an amount that covers your expense and any authorization fees. Unused funds will quickly return to the company wallet.
Recurring Virtual Card: Request a budget increase in Cards > Subscriptions > [Select subscription] > Action > Edit budget.
If paying in a different currency, ensure your card has enough to handle currency conversion fees.
Incorrect Card Information
Card Details: Double-check the card number, expiration date, CVV, and card type (Visa).
Cardholder Name: If your name includes an apostrophe, omit it to avoid payment refusals.
Billing Address: Ensure it matches the billing address associated with your Spendesk card. To verify:
Create a new request and generate a virtual card. The billing address appears below the card.
Check a payment by selecting Get card info.
Billing Country: Payments may fail if the supplier’s country differs from your card’s origin.
Maximum Spending Limit Reached
Spending limits may block transactions. For example, a subscription card with a €400 monthly budget and €327 spent cannot process a €100 expense.
Single-use cards cannot be reused after a completed transaction.
Card Type Limitations
Foreign Cards: Some merchants reject foreign cards.
Virtual Cards: A small number of merchants do not accept virtual cards.
Card Status
Blocked Card: Check your card’s status in Cards. A blocked card cannot process payments.
Paused Subscription Card: Check the card’s status in Subscriptions.
Single-Use Card: If used for verification, it becomes unavailable for later payments. Create a new card if needed.
Suspicious Card: Multiple failed attempts may flag the card as suspicious. Use PIN payments and try only once.
Time or Day Restrictions
Card usage may be restricted to certain times or days. Contact your account owner for details.
Physical Card Issues - On Your Side
Damaged Chip: Contact support or request a new card through your account owner.
Incorrect PIN: Ensure the PIN is correct.
Exceeded Contactless Payments: Complete a payment using the PIN to reset contactless functionality.
Payment Method: Use the card physically or online; phone payments are not supported.
Physical Card Issues - On the Merchant’s Side
Payment Terminal Issues:
Terminal not connected to the internet (common in hotels, airplanes, tolls, etc.).
Incorrect terminal setup.
Card Handling:
Ensure the card is inserted correctly into the terminal.
Avoid swiping or improper handling, which can cause automatic declines.
3DS Issues
If experiencing 3DS verification problems, check the article "You Have 3DS Issues" or contact support. Remember, 3DS codes are valid for only 10 minutes.
Ensure your phone number is correctly added in Avatar > My profile.
Payment Processors
Some processors, such as Oney, accept only cards from specific banks (e.g., French banks).
Temporary Website Issues
If none of the above applies, the supplier’s payment processor may be temporarily unavailable. Retry the transaction later.
FAQ
What should I do if my card is flagged as suspicious? Use the PIN for your next transaction and avoid multiple retries.
How can I check my card’s billing address? Generate a new virtual card request or view card details from a payment by selecting Get card info.
Why can’t I use my card for contactless payments? You may have exceeded the contactless limit. Order a new card.
Who can I contact for unresolved issues? Reach out to our support team at support@spendesk.com.