Card issues
Declines, loss, theft and the things that go wrong with a physical card.
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A payment declined
Most declines are one of a short list, and the app states which:
- The card is frozen — check the freeze control first.
- A limit was reached, per transaction, per day or per merchant category.
- The balance in that currency was insufficient and conversion was not permitted.
- The transaction was scored as high risk and held for confirmation.
- The merchant's terminal failed, which looks identical from your side. Trying a second terminal distinguishes them.
Lost or stolen
Freeze it first, from the app, before anything else. Freezing is instant and reversible; cancelling is neither. If it is genuinely gone, report it as lost and a replacement is dispatched at no charge with the old number dead immediately.
Your virtual cards and the wallets on your other devices are unaffected, so you are not without a payment method while the replacement travels.
Damaged or not working
A card that fails contactless but works by chip usually has a damaged antenna, which is not repairable. A card that fails both has usually been demagnetised or cracked internally. Either way, replacement is free and the number can be kept.
It never arrived
Report non-delivery in the app. The undelivered card is cancelled before a replacement ships, so a card that later turns up cannot be used by whoever has it.