There are a number of reasons that a card may be declined by a merchant. Most typically we see that an incorrect PIN may have been used or the expiry date has been entered incorrectly online.

It's also worth checking that you have enough money in your account to make the payment. To check that your balance is up to date, simply head to your accounts tab and pull down the screen to refresh your app. If you've recently made a payment into the account, this may take a couple of minutes to clear before being available in your balance to spend.

If you've noticed that your card payments are generally successful except for one or two merchants then it may be declining for the following reason: There are several different card types and the Coconut card falls into the category of commercial prepaid debit cards.

Merchants have rules around which cards they'll accept based on the type and some won't accept commercial cards, just as some won't accept other cards. We've also seen that some consumer-focused merchants won't accept commercial cards, possibly because they carry higher fees for the merchant.

The best workaround here would be to use an alternative card that you have available. You can then either replicate the transaction by paying out of your Coconut account into the paying account or connect your accounts to ensure that the transaction is calculated in your tax estimate.

If you still have any concerns here or would like to know more about a particular decline, feel free to reach out to our support team via the in-app chat feature.

Please note that you will be unable to make a payment by providing your card details over the phone due to a security rule in place to prevent fraudulent transactions.

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