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Why did my online transaction fail?

If you’re having trouble using your card and the declined transaction is visible in the app, we recommend logging into the app, going to the 'Activity' tab, and checking the declined attempt – you will see the reason why the transaction was unsuccessful. 

Here are some common reasons why online payments fail and what you can do about them:

• Online transactions are not enabled

If you’ve changed your card settings, you may have declined online transactions. Log into the app, find your card on the 'Wallet' screen, and tap on 'Settings' to change this option.

• The payment isn’t confirmed in the app

Keep in mind that you need to confirm the payment from the iCard app as a security step. When you receive a push, open the app, wait for the authentication screen to be displayed and tap on 'Confirm'. If you don’t confirm the payment within 15 minutes, the request will expire and the payment will be declined. 

• The transaction was declined by us

We may decline payment to a particular merchant or a country due to security reasons. You can check where you can use your cards here. If you still have questions, just get in touch with us.

• The card is frozen

You might have forgotten to unfreeze your card before the payment. Log into the app, find your card and press the 'Unfreeze' button.

• Wrong CVC provided or exceeded incorrect CVC attempts

Double-check if the CVC you have entered is correct and try to pay again. 

• Issues with 3D Secure

Due to regulations across Europe, most types of internet payments have to be made through an extra security layer called 3D Secure (or 3DS). If a card payment reaches a certain threshold and the merchant doesn't have the 3DS feature enabled, the transaction will be declined automatically.

Some of the other reasons why your online payment failed might be that your physical card isn’t activated yet, or you don’t have sufficient funds. 

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