Why has a payment had an error/been declined on my Monzo card machine?
If a card payment declines, you can ask your customer to check the card has been activated, that it is in date and that they have enough money available.
If the customer removes their card too soon, enters the wrong PIN, cancels the payment or stops entering their PIN, their card will decline. They will need to try to make the payment again.
If they’re not quite sure why their card declined, they can contact their bank to see what’s happening.
Accepted cards
You can accept Visa and Mastercard, including Apple Pay and Google Pay. You can’t accept American Express right now.
Limits
The maximum contactless payment you can take in one tap is £100. Anything over this amount will decline. Your customer can insert their card and enter their PIN to see if it fixes the issue.
The maximum amount you can take in a single transaction on your card machine is £10,000. If you need to take a bigger payment, you can send your customer an invoice or payment link from the Get Paid tab of the Monzo app.
Connectivity
To check your connection, open the Admin menu on your card machine, then select Network > Cellular/gprs > Cellular settings > Signal. This will show you how strong your connection is. Try moving around to see if this strengthens your signal.
If you have checked all of the above and there is still an error or the payment keeps declining, please email cardmachinepilot@monzo.com or head to the Get Paid tab in your Monzo app, tap on Your card machine and then select Get Help