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
If you have checked and ruled out these possibilities, locate the declined transaction in your money feed and click 'Get help with this transaction'.
Pay at Pump machines
If you're using our e-money account, your Mettle card is a prepaid debit Mastercard, so unfortunately it can't be used at Pay at Pump machines. This is because these transactions operate without advance card authorisation.