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Why has my transaction declined?
Why has my transaction declined?
Updated over a week ago

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.

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