There are several reasons to explain why a payment might have been refused:
You may not have enough funds on your Spendesk card (prepaid cards), your fixed expense limit might not be enough (debit cards) or your company's "available funds" might be too low (then contact your Controller to make a transfer to Spendesk).
- You can request a top-up on your physical card, in your Cards tab > load.
- If you're using a single-use virtual card, cancel the single-use card request and make a new one with a sufficient amount to cover your expense + an eventual authorization. The amount that hasn't been used will be back to the company's wallet very quickly.
- If you're using a recurring virtual card, you can ask for a budget top-up in Subscriptions > the subscription you want to edit > Action > Edit budget.
👉🏻 Be sure to add enough on your card to handle currency conversion fees if you're paying in a different currency.
Wrong card information
The card information may be wrong. Please make sure to double-check that the 16 card numbers, expiration date, CVV, and card type (Mastercard or Visa depending on the account) are properly filled out on the supplier's website.
If your name has an apostrophe, do not fill it in the field, the payment can be refused for this by some merchants.
Your billing address may not match the billing address associated with your Spendesk card. In order to check the correct billing address, you can always create a new request and generate a virtual card: the billing address appears below the card. See screenshot below:
☝🏻 You can also check this address on one of your payments by clicking on "Get card info".
Maximum amount spent
Your transaction may exceed the maximum amount that you can spend with a Spendesk card (example, you have a subscription card with a monthly budget of 400 and you have spent 327, you cannot make an expense of 100).
If you're using a single-use card, then once you've made an expense it's not possible to make another one with the same card.
Type of card
Some of our cards are still prepaid cards. Some merchants are not accepting them.
Our cards are issued in the UK. Some merchants do not accept them as they consider foreign cards as a potential risk.
Check the status of your physical card on your account in the Cards tab. If your card is blocked, then you will not be able to proceed to payment.
You can check a subscription card's status in the Subscriptions tab : it might be paused.
If a single-use card was requested and generated more than 30 days ago, it's not possible to use it anymore, you need to make a new one.
Card marked as suspicious
If you try to make a payment and it's refused several times, the merchant might flag your card as suspicious. We recommend using payment with PIN code and trying once only, especially with physical cards.
Time of the day / Day of the week
You might have a limitation to use your card during the week. Contact your account owner for more information.
Physical card issues
On your side:
- The chip of your card might be damaged. Contact our support team to check, or ask your account owner to order a new one.
- The PIN code might be wrong.
On the merchant's side:
There's also always a slight chance that the supplier may have set-up their payment system incorrectly. The transaction could fail if:
The merchant's payment terminal is not connected to the Internet (often the case for some hotels, restaurants, airplanes, trains, toll booths, and parking lots.)
The merchant's payment terminal is set-up on a wrong mode (check out this article for more information.)
The merchant didn't use the card correctly, making the transaction fail: you need to enter your card into the payment terminal and then type in your PIN code. If the card is swiped or not entered into the payment terminal correctly, the payment will automatically be declined!
If you think you are having 3DS issues, read our article on the subject "You have 3DS issues" and/or contact our support team ! We will contact our partner for you.
Note that 3DS codes are only valid for 5 minutes.
You can have issues with payments if the website is using a payment processor such as Oney (which only accepts cards issued by French banks).