On the card side
Damaged chip
If the chip on your card is damaged, the payment is likely to be declined. Request a new card. If multiple payments are declined consecutively, contact us at support@spendesk.com.
Incorrect usage
Payments will be declined if the PIN is incorrect. You can check your PIN anytime in the app under My card > View PIN.
Make sure the merchant inserts your card and requests the PIN, instead of trying to swipe the card, as this may damage the chip.
Contactless payments will only work after a successful PIN payment.
Limits
Payments will be automatically declined if:
There are insufficient funds on your card.
Your company's Spendesk wallet does not have enough funds.
Your card has expired.
Your card is blocked in the interface (by your company, for security reasons, or by you).
There are specific restrictions (e.g., limited usage to certain days or times).
You have reached your annual, monthly, or per-transaction spending limits.
Spending limits vary depending on the card's currency and your company's location. For more information, check out our articles on card limits.
Issues with banking partners
Occasionally, there may be disruptions with our banking partner or the merchant’s partner. In this case, wait a few minutes or hours before trying again.
On the merchant side
If the merchant's POS terminal is not properly connected to a network, payments cannot be processed.
The terminal must be set up for the correct payment method:
Card present mode: The cardholder inserts their card and enters the PIN or swipes the card and signs the receipt.
Card not present mode: Used for online or phone transactions. Some transactions may require additional verification (e.g., 3DS or PIN entry).
Muted card
If the terminal shows "Muted card," clean the chip with a cloth and try again. If the problem persists, the card may have been demagnetized (e.g., by contact with phones or coins). Cancel the card through the Card tab and request a new one through your administrator.
FAQ
What should I do if my card is frequently declined?
First, check your card’s status in the Spendesk app (My card > Details) to ensure it is active and not blocked. If the problem persists, contact support via Need help? > Chat with us.
How can I increase my spending limit?
Spending limits are set by your company. Contact your administrator to request a change.
Why isn’t my contactless payment working?
Make a successful payment using your PIN before trying contactless payments again. The contactless feature resets after failed attempts or a prolonged period of inactivity.
What should I do if my card is damaged or demagnetized?
Cancel the card through the Card tab and ask your administrator to order a new card.