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Learn why a payment might be declined, and what to do if it happens to you.
Overview
If a payment on your Capital on Tap Business Credit Card didn't go through, it doesn't always mean there's a problem with your account. Most declines happen when an automatic check fails. Don't worry, no money is taken from your account if a transaction is declined.
Why was my card declined?
When you make a payment, several quick checks happen in the background:
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Security checks to prevent fraud
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Balance and limit checks to make sure you have enough funds
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Card status checks to confirm your card is active
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Merchant checks to ensure the merchant is supported
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3D Secure checks for some online payments
If any of these checks fail, the transaction may be declined.
What happens when my card is declined?
When a payment fails:
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The transaction will still appear in your app or portal under the 'Transactions' tab, marked as Declined.
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No money will be taken from your account.
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You will usually receive an SMS with the reason for the failed payment and next steps. This may take a few minutes.
Common card decline reasons
Insufficient funds or credit limit reached
This means you don't have enough available balance to complete the payment, or you've reached your card's approved credit limit. You can check your balance and limit in the app or portal, in the 'Dashboard'. If you think this isn't right, contact us for help.
Spending limit reached
You, or an account administrator, may have set a spending limit on this card that has now been reached. Check this in the app or portal, under 'Cards'.
Inactive cardholder
Your card was declined because your account is currently inactive. If this doesn't seem right, please try the transaction using chip and PIN instead. If that doesn't work, please contact us for more information.
Contactless limit exceeded
Your contactless spending limit has been reached. To continue using your card for this transaction, please enter your PIN into the card machine.
Invalid security code
The card details entered (CVV) were incorrect. Double-check your card details in the app or portal and try the transaction again.
Expiry mismatch
The card details you entered (expiry date) were incorrect. Please check your card details in the app or portal, then try again.
Suspended card
Your card has been frozen for security reasons. To unfreeze it:
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Go to the 'Cards' tab in the app or portal.
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Select your card.
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Choose 'Unfreeze'.
If you prefer, you can request a replacement card instead.
Direct Debit issue
Your card can be restricted if a recent Direct Debit payment failed or was cancelled. Check your Direct Debit details in the app or portal, and contact us for help.
Invalid PIN
The PIN entered was incorrect. To check your PIN:
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Open the app or portal.
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Go to the 'Cards' tab.
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Select your card.
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Click 'View PIN'.
PIN retry limit exceeded
Your card's PIN was entered incorrectly too many times. To check your PIN:
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Open the app or portal.
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Go to the 'Cards' tab.
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Select your card.
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Click 'View PIN'.
If you change your PIN, you will need to confirm it at an ATM.
Unactivated or inactive card
Your card needs to be activated before it can be used. To activate it:
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Use your card at an ATM.
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Enter your PIN.
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Check your balance.
Exceeds withdrawal count limit
You have reached your card's daily withdrawal limit. This resets the next day. After that, you can use your card as normal.
Account protection
For your security, we blocked this payment. Contact us to check your recent transactions.
Why was I asked to verify my payment with 3D Secure (3DS)?
3D Secure adds an extra layer of protection for online card payments, and it's one of the checks that can cause a transaction to be declined if it isn't completed. You may need to complete this if a single payment is over £25, you make 5 consecutive online payments, or your total online spend reaches £85. If so, you may get a one-time code by SMS, or be asked to approve the payment in your app. Learn more in our Help Centre article on 3D Secure (3DS) Authentication.
Why didn't I receive an SMS about my declined transaction?
This can happen if:
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The phone number on your account is incorrect.
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There are network issues.
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The issue is merchant-specific.
Check your contact details in the app to make sure your number is up to date. If it is and you are still not receiving messages, your network provider may be able to help.
What is the billing address for my card?
This is the business address we have on file for your account. You can confirm this in the 'Your account' section of the portal.