A declined transaction almost always has a simple cause. Here's how to identify it and fix it fast.
Declined transactions don't appear in your history. Only completed payments are recorded.
Most common causes
1. Insufficient balance The purchase amount exceeds your available balance in your Global Account. Check your balance in the app before trying again.
2. Card frozen If you froze your card and forgot to unfreeze it, all transactions will be declined. Go to Card Settings → Unfreeze card.
3. Transaction limit exceeded Each transaction has a limit of USD 4,500. If the amount exceeds that limit, the payment will be declined.
4. Security system triggered Our system automatically blocks transactions that appear unusual to protect your account. If you think it was blocked by mistake, reach out to us.
5. Merchant issue Sometimes the issue isn't your card. The merchant's payment system may have a temporary error or may not be set up to accept international cards. Try a different payment method or contact the merchant.
Still can't complete the payment?
Reach out from the app or at support@getontop.com with the transaction details and we'll look into it together.