How can we help you?

Why was my payment declined?

If your payment was declined, we recommend logging into the app, going to the 'Activity' tab, and checking the declined attempt – you will see the reason why the transaction was unsuccessful. 

Here are some of the most common reasons why your payment failed and the possible solutions:

• You have entered the wrong PIN

Just follow the steps to check your PIN here and try again. Keep in mind that if you enter the wrong PIN several times, your card will be blocked automatically.

• There are no sufficient funds 

Add money to the iCard account linked to your card using one of the instant methods and try again.

• Your card is blocked

You might have forgotten to unfreeze your card before the payment. Log into the app, find your card and press the 'Unfreeze' button. If your card was blocked for another reason, just get in touch with our Customer Support Team.

• You haven’t activated your card 

If you’ve received your debit card, but haven’t followed the steps to activate it, your payments will be declined. Check how to activate your card here.

• Disabled transactions

If you’ve changed your card settings, you may have declined certain transactions. Log into the app, find your card on the 'Wallet' screen, and tap on 'Settings' to change this option.

• Reached limits 

If you’ve reached one of your payment limits, you won’t be able to complete the transaction. In such cases, get in touch with our Customer Support Team for more details. 

• The payment was declined by us 

We may decline payment to a particular merchant or country due to security reasons. You can check where you can use your card here. If you still have questions, just get in touch with us.