We're sorry to hear that your payment failed! Here are the most common reasons this might happen.
Virtual or physical cards
1. Amount exceeded limits on the card
Your card will have a spending limit on individual transactions, and also limits on how much you can spend per day/week/month. Any transactions that exceed those limits will unfortunately fail. You can see the limits that apply to your card in your account, just beneath the card details.
2. Insufficient funds in your business' Airwallex wallet
If your card fails but you haven't exceeded any of your card limits, it may be that your business doesn't have sufficient funds in their Airwallex wallet for you to make the payment. Speak to an Admin on the account so that they can make a deposit.
1. Physical card isn't activated yet
If you try to use your physical card before activating it, it will fail. This will happen, even if you've been successfully using your the virtual counterpart. Head to your account, click the banner encouraging you to activate your physical card, and follow the prompts to get it set up.
2. Physical card has been activated, but virtual card details have changed
When you first order your physical card, the virtual card attached will have a different CVV and expiry date. This is an added security measure that we’ve put in place to protect the funds in your wallet, just in case your physical card is intercepted or lost on it’s way to you.
As soon as you receive and activate your physical card, the CVV and expiry date on your virtual card will change to become the same as your physical card.
This means that, if you've saved your virtual card details anywhere before activating your physical card, you'll need to update them so that payments continue to go through successfully.
Google / Apple Pay
If your transactions are declining, you’ll be able to see ‘Declined’ in your transaction history.
You may have still seen a green tick and ‘Done’ on your screen - this just means that your device has passed the payment details to the terminal, not that the payment went through. Don’t worry, you won't have been charged!
If your transactions are declining, it could be due to the fund limit on your card, or a lack of funds in your business’ Airwallex account. See above under “Virtual or physical cards” for more details.
If you don’t believe it to be either of those issues, you can contact our customer support team, who will be able to investigate further for you.