When you pay, the transaction can decline for a couple of reasons:
- The card has not been checked out properly
- The incorrect card is being used
- Insufficient balance in the wallet for the payment
- You do not have permission to use this wallet for this payment type
Steps to take to find out why your payment isn't working
Step 1 — check if the card is connected to the wallet
Log into your SpendAble app and check the home screen. If the screen says no wallets available (image below) the card has not been connected to money to pay.
FIX: Complete the check out process to pay. Once you see the below on your screen, your card is ready to tap. If you've done this and you still get a decline, go to step 2.
Step 2 — you have insufficient balance
Check the available balance in the wallet against the value of the transaction. If you don't have enough money, you will need to contact your organisation admin to request additional funds to be added to the wallet, or reduce the cost of the transaction in order to pay.
If you have sufficient balance, go to step 3.
Step 3 — check if the correct card is being used
Underneath the participant or site name, you'll see 'Card ends in...' which tells you the last 4 digits on the card you've checked out to pay with.
Check that you are holding the same card you've checked out. If you're holding the correct card, go to step 4.
Step 4 — you don't have permission to pay at this location
Your admin may have set spending controls to ensure certain money is only spent at certain places, i.e. grocery budgets are only spent at grocery stores.
If you believe the wallet you're paying from should be usable at the location you are at, go to step 5.
Step 5 — Call our support line for urgent support
If you have completed all of these steps and are still receiving a decline, please call our support line 1800 519 530 for urgent support.