If your prepaid energy card has been declined, here are the most common reasons and what to check.
Check your card details are entered correctly
The most common reason for a card being declined is a simple data entry error. Before trying anything else, check that you have entered the following exactly as shown on your card screen:
The full card number, 16 digits with no spaces
The expiry date. It shows as a full date on screen, but most payment pages ask for MM/YY format
The CVV, the 3-digit security code
The card can only be used with energy or water providers
Your prepaid energy card is restricted to energy or water payments only. If you tried to use it for anything else, it will be declined. It also can't be used at physical locations, so payments must be made online or by phone.
The payment amount may be more than your card balance
If the amount you're trying to pay is more than the balance on your card, the payment will be declined. Check your current balance by returning to your original link. If your bill is higher than your card balance, you can ask your supplier to split the payment between your card and another payment method.
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