This article is for all Roles on Spendesk.

There are many reasons why your physical card can be refused.

Card issues

Damaged chip

If your chip is damaged, there are high chances that your payment will not be successful. If you notice that many payments are refused in a row, contact us at support@spendesk.com. We'll have a look and see if we have any information about your chip.

Incorrect use

  • That's if the merchant tries to swipe your card instead of its normal use, or does not support contactless.

๐Ÿ‘‰๐Ÿป Swiping your card instead of putting it in the POS will block the chip.๐Ÿšจ

๐Ÿ‘‰๐ŸปYou need to make a payment with PIN to be able to use contactless.

  • Your payment will be refused if the PIN is incorrect. You can have a look at your PIN code at anytime on the app. Otherwise, send a text message from the interface, from your Cards tab.

Limitations

Your payment will automatically be refused by our services if :

  • you have insufficient funds on your card.
  • Your card has expired.
  • Your card is blocked on the interface (by your company, by security, or by yourself).
  • You are limited to certain days of the week / hours of the days.
  • Your yearly physical spending limit is reached.
  • Your monthly physical spending limit is reached.
  • Your transaction spending limit is reached. The spending limits defined on the Spendesk cards vary according to the currency and the country in which the company is based in. ๐Ÿ‘‰๐Ÿป For example, you might be limited to 3000 euros per transaction with a physical prepaid card. Read our articles on card limits for more information.

Card type

If your card is a prepaid card, these are not accepted everywhere. Some merchants choose to refuse them for security reasons.

๐Ÿ‘€ Soon, all Spendesk cards will be debit cards!

Issue with our banking partner / 3DS message partner

There can be a downtime. If this is the case, we advise you to wait for a few minutes and retry.

Technical knowledge on the merchant's side

๐Ÿ‘‰๐Ÿป If the merchant's POS is not properly linked to a network, your payment will not go through.

๐Ÿ‘‰๐ŸปPayment terminals on the merchant's end need to be configured according to a specific payment method. There are generally two modes available:

  • "Card Present" mode is a transaction made where the cardholder either enters their card into a payment terminal. The customer may need to use their PIN code, or swipe the card in the machine and sign the receipt.
  • "Card Not Present" mode is a transaction made where the cardholder is not physically present. This is the mode that should be set for most online purchases or purchases made over the phone, for example.

When making a transaction with a Spendesk card, taking into account the specific security patterns that were set on these cards, you need to ask the merchant to select the "Card Not Present" mode instead of the "Card Present" one. Otherwise, the transaction is likely to fail!

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