Who this article is for: CleverCards Cardholders whose card is not working, at a till or online.
Why was my payment declined?
A decline usually comes down to one of three things: the retailer, the type of transaction, or your balance.
1. Reasons to do with the retailer
The retailer does not accept digital card payments
The retailer does not accept European-issued debit cards
The retailer did not request a 3DS or SCA check, the security check that protects customers from fraud
For help with payments declined because of 3DS or SCA, including what to do if the retailer did not request the check, see 3DS and SCA verification for online payments.
2. Reasons to do with the transaction
Recurring payments, such as subscriptions, may be declined
Transfers to other payment platforms such as Revolut or PayPal, bank transfers and cash withdrawals are not supported.
3. Reasons to do with your balance
There may not be enough on the card to cover the purchase. You can check your balance in the App. See Viewing your cards, balance and transactions in the app
My card says “This card cannot be used”
This message can appear for a few reasons:
You have only just activated the card. Card details take a moment to generate and the message should disappear within 10 to 30 minutes.
The card has been locked or closed.
There is a temporary connection issue between the card network, the retailer and CleverCards.
My CleverCard is locked
If your card has been locked, it has been done to protect your account. How long the lock lasts depends on the reason:
Reason for the lock | How long it lasts |
Too many incorrect PIN attempts | 10 minutes |
Too many incorrect one-time passcode attempts | 24 hours |
Suspected fraud | The card stays locked until we have investigated |
If you need to reset your PIN, see Your PIN: what it is, resetting and updating
If your card has been locked because of suspected fraud, contact us at support@clevercards.com so we can investigate