We’re sorry that your transaction was declined. Take a look below to see why this might have happened.
Your card is not activated
If you’re using a credit card, double check that it’s been activated and follow the instructions on the sticker if it hasn’t.
You have a card freeze in place
This is when you have applied a temporary card freeze on our app or by calling us. If you’re registered on the app, please check to see if you’ve applied a card freeze, or you can call us on 0345 964 5645. Lines are open 8am – 8pm, seven days a week.
You’ve reached your agreed credit limit
That’s the total amount of money you can borrow on your credit card at any one time. You may have reached it, or your transaction may have taken you over it. You can learn more about your credit limit on our website, app or by calling us on 0345 964 5645. Lines are open 8am – 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, seven days a week.
Your card has expired
Double check the expiry date. We’ll send you a new card before the last week of your expiry month. If you haven’t received it, please give us a call on the number below.
You’ve reached your daily Cashpoint® withdrawal limit
We set a daily withdrawal limit of £500 and you may have reached it. It’s also worth knowing that other lenders and Cashpoint operators can set their own limits as well.
If your card was declined while paying for something online or over the phone, it could be because of these reasons:
Your name and address don’t match our records
It’s worth checking that your name and address details match our records. If you need to update any details, you can find out how to do it on our updating your contact information page.
Incorrect CVV number
This is the 3 digit number on the back of your card. You’ll always be asked for it if you pay for something online or over the phone. Double check that you’ve entered it correctly.
If none of those answers have helped you, please get in touch:
You can phone us on 0345 964 5645, or if you are calling from abroad or would prefer not to use the 0345 number, you can call us on +44 (0) 173 357 4121. Lines are open 8am – 8pm, seven days a week.
Not all Telephone Banking services are available 24 hours a day, seven days a week.
Please note: Calls to 03 numbers are charged at no more than local rate.