There's a few reasons why your payment might have failed. Sometimes, we'll decline a transaction to protect you and your account. We appreciate this isn't convenient.
Here are a few things to check if you’ve had a transaction declined recently:
(Click on one of the options below to expand the drop down)
Were you buying something online?
Check you've entered the correct debit card details:
• Your 16 digit card number
• Your 3 digit security code on the back of your debit card
• The account holder's name and billing address
If you approve online transactions by text message:
• If you were asked to enter a one-time passcode but didn't receive a text message, check that your mobile number is correct on your account
• If you've not been asked for a one-time passcode, this is because the retailer may not be using the required security checks. Please contact the retailer about different payment options
If you approve online transactions in the app:
• If you don't see the transaction approval screen, go to the Payments icon and tap 'Authorise a payment'
• If you see an error screen when trying to approve a transaction, check you're using the latest version of the app
Were you buying something in-store?
The issue may not be with your debit card. There may have been a problem with the store's terminal or their connection when you made the purchase.
If you've entered your PIN incorrectly three times and blocked your debit card, you can unblock your PIN at most cash machines:
• Insert your card and enter the PIN
• Select 'PIN Services'
• Choose the option to unblock your PIN
If you're not in the UK, this may not be possible. Some international cash machines don't have the unblock PIN option.
Has your payment been referred for further checks?
To protect you and your money, sometimes we'll make some extra checks on payments.
Get in touch with us if:
• Your payment is on hold and we haven't been in touch
• You've spoken to us and your payment hasn't gone through by the end of the working day
Have you received a text message from us?
To protect you and your money, sometimes we'll decline a transaction and send you a text to confirm if it was you.
To unblock your debit card or account and continue making payments, you must respond to the text as soon as possible.
A text from us will always include:
• Our phone lines are working as expected
• At busy times it can take up to 1 hour to connect to a colleague
Were you making a contactless payment?
Try using your Chip and PIN instead. You'll need to do this if:
• You're using your debit card for the first time
• You've reached your £100 contactless limit and a security check is required
Have you set up a new payee?
If you've created a new payee and been told it does not match or is a close match, you should check the payee details.
Check the spelling of names and be sure you're entering the correct payee details.
For more information, take a look at our information hub here.
Do you have the funds available in your account?
Please check that you have the money available in your account or overdraft to make the purchase.
You don't get the flexibility to understand and lots of people like myself want to speak to a person
Why don't businesses understand this?