If your debit card declines a transaction, please check the following:
That your card is active and not locked. You can check this in your Mettle app in the 'Account' tab
The expiry date of your card is still valid
That the company you are paying accepts the Mastercard scheme
You have enough funds available in your account to cover the transaction
If you're making the payment online, check you've entered all of the details correctly, for example the card number and three digit CVV. If it's asking you for a billing address, this is your personal address
Have you reached the contactless limit? More information on this can be found here
The Mettle card PIN can also be blocked due to too many incorrect PIN attempts. To unblock your card, you'll need to do so at a cash machine. This means you'll need to:
- Go to a major bank cash machine and insert your Mettle card.
- Select the "PIN management" option.
- Enter your current card PIN. You can view your PIN in the Mettle app by going to the Account tab and tapping "View PIN".
- Select “Unblock PIN”.
If you need us to investigate a specific declined payment, you have two ways to get in touch:
Report a transaction: Start a new chat and select the 'I need help with a transaction' button. This is the fastest way to get your payment reviewed.
Chat with us: Alternatively, you can type 'speak to an agent' in your current chat to be connected to a member of the team.