Here is some common troubleshooting in order to solve a card transaction problem by yourself. First depending on the payment method, then on general card usage and setting.

πŸ“³ Physical contactless payment rejected

πŸ‘‰ Check that your Contactless payments option is well activated for this card*.

πŸ‘‰ Check that you haven’t reached your limits of €150 consecutive contactless payments or 6 consecutive contactless payments. In which case, it will be necessary to perform a transaction using your PIN code.

πŸ‘‰ Try to perform the same payment, inserting your card (PIN code).

πŸ’³ Physical magstripe payment rejected

πŸ‘‰ Check with the merchant that they allow this payment type. Indeed, some merchants don't allow it.

πŸ‘‰ Try to perform the same payment, inserting your card (PIN code).

πŸ”’ Physical PIN code payment rejected

πŸ‘‰ Check with the merchant that the payment terminal doesn't have an Internet connection problem, which can cause a payment rejection.

πŸ’» Online payment rejected

πŸ‘‰ Check that the card information have been filled in well :

  1. Are the expiration date and the CVV number correct?

  2. Is the card being indicated as a debit card and not a credit card?

  3. Are the embossed name and billing/shipment addresses correct?

  4. Is the name registered on the site the same as your company's?

πŸ‘‰ Check that the phone number registered for a 3DS authentication matches yours.

πŸ‘‰ Check that you haven't activated an ad blocker or a plugin that could prevent the payment from being performed.

πŸ“– Common troubleshooting for a rejected card transaction

Card activation

πŸ‘‰ Check that the card has been activated (Physical cards only).

Payment limits

πŸ‘‰ Check that your account balance isn't insufficient ;

πŸ‘‰ Check that the limits of the card aren't exceeded* ;

πŸ‘‰ Check that you aren't in a balance check case (automated gas station, hotel, car rental, etc.).

Card blocking

πŸ‘‰ Check that the card hasn't been automatically blocked, following 3 wrong PIN codes in a row (Physical cards only).

πŸ‘‰ Check that the card hasn't been temporarily blocked either by the account Owner, or an Admin, or a Manager*.

πŸ‘‰ Check that the card hasn't been deactivated/deleted, after having been declared as lost or stolen.

Use abroad

πŸ‘‰ Check that the Payments abroad option of your card is well activated* ;

πŸ‘‰ Check that the country in which you've used the card is not on the sensitive countries list. In that case, please get in touch with our customer support.

Cash withdrawals

πŸ‘‰ In the case of a cash withdrawal at an ATM, please keep in mind that it might be sometimes refused by the ATM for one of those two reasons :

- The ATM own limits might block transactions of a certain amount ;

- The ATM might not be detaining enough cash to handle your request.

πŸ’¬ If you can't find a solution to your problem even with these proposals, contact us directly by chat from your Qonto interface, by clicking on the bubble in the bottom right corner. We'll be glad to help you !

*If you need to raise your limits, remove a temporary block, or modify your settings, please get in touch either with the account Owner, or an Admin, or your Manager.

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