If your payment has not been accepted, we recommend that you check the following:

  • Your physical card has not been activated (here is the solution);

  • Make sure your card is past its expiration date;

  • You have not yet activated the card options that allow you to carry out this type of transaction: payments abroad, contactless payments, etc;

  • You do not have sufficient funds in your account to make the payment;

  • Sometimes hotel reservations and gas station purchases require a security deposit that may exceed your available balance;

  • Check that you have not exceeded your card payment limit or that you have used an unauthorized payment method;

  • You have tried to swipe your card in the payment terminal, which is not possible everywhere;

  • Try withdrawing cash from an ATM to make sure your card is not defective.;

  • The card was previously declared lost or stolen and therefore automatically blocked;

  • The card has been suspended by an an Admin of your Qonto account or your Manager;

  • Your billing address does not match the postcode associated with your card;

  • If you have entered the wrong PIN code three times in a row, you will need to reset your PIN code.

  • if you spend more than €150 consecutively via contactless (NFC), you, therefore, need to tap your PIN to reset this limit.

  • Sometimes, if the EPT (Electronic Payment Terminal) is not connected to internet, the payment might be rejected.

  • You are travelling abroad and your payment by card is refused? You may be in a country that is part on the list of sensitive countries. If this happens, don’t hesitate to get in touch with our customer service team so that we can tell you how to proceed.

    ☝️Good to know: If you plan to travel abroad, for more serenity, please let us know about ten days before your stay, so that your card will be functional in the destination country.

Keep in mind that even if you have enough money in your account and have not yet reached your monthly card limit, the ATM (cash machine) may still prevent you from withdrawing cash for the following reasons:

  • Monthly limits do not allow you to withdraw cash beyond a certain amount;

  • Cash is insufficient to meet your request.

If you need to increase the monthly limits of your card or want to unblock it, you can contact the Admin of the account or your Manager.

☝️ Attention!

From November 24, 2020, a new regulation established by the European Banking Authority (EBA) has come into force concerning transactions carried out online that do not include the 3D-Secure verification system.

Starting from 01/05/2021, all payments on websites that do not support the 3D-Secure verification system will be rejected, regardless of the amount.

Do not hesitate to contact our Customer Support Team if this problem persists.

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