HelpPayments: TroubleshootingMy payment declined

My payment declined

If you paid for something and it totally failed

If you’ve tried to pay for something and it failed, so you didn’t get a notification or see it in your app, then it’s likely to be an issue with the merchant. There are lots of reasons payments might decline, but most are because of a problem with the device they use to take your payment.

It's worth checking to see if the merchant is on the Mastercard network. If the merchant is on the Mastercard network and for whatever reason the payment didn't go through, it's worth trying it again, before getting in touch with the team.

🤔 If you paid for something that failed, but it shows up in your app

If the payment declined on the merchant's end but went through on your app, this may be due to an issue with their card machine.

To get your money back, pick the transaction you want to query, scroll down and tap 'Something wrong? Tell us!' on the transaction details screen. On the next page, you'll be able to question the payment and get your money back straight away. Or you can wait, and you'll automatically get the money back in 7 days.

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