Read the card status
A card that is unavailable is different from a payment that was declined. Open My cards to check the selected card’s current status and activity. Note whether the problem affects one merchant, one payment or every attempted use.
Compare the balance and transaction
Check that funds are loaded on that card and not only held in your wallet. Review pending activity before trying again. A payment awaiting an outcome may still reserve funds even if the merchant has not completed the order.
Ask for help with the right reference
Contact support from the Help Centre with the card’s last four digits, the transaction reference and a short description of the issue. If there is no payment record, include the time and the message you saw.
Frequently asked questions
Should I keep submitting a failed payment?
Check the existing record first. Repeated attempts make it harder to distinguish a new purchase from one already being processed.