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.
3. Insufficient funds in the currency you're sending
Your payment might fail if you have insufficient funds in the currency you're trying to send. To rectify this, simply change the sending currency to the currency with which you have a sufficient balance in your Airwallex Wallet / Account. This transfer will now include a conversion from that currency, into the currency your recipient needs to receive.
For example, if you're trying to send $40 AUD from your Wallet / Account to a customer who needs to receive in AUD, but you only have $100 USD in your wallet, the transfer will fail due to insufficient funds in AUD. You'll need to change the sending currency to USD. Your recipient will still receive AUD, as long as this is listed under the receiving currency.
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 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.
Online card payment (3DS verification)
If you're being asked to submit a 3DS verification code and:
- you aren't receiving the code - see this article.
- you're submitting the code but it's incorrect - see this article.
- you're submitting the code and the transaction is failing - please read the "Virtual or physical cards" section of this article to see if any of these reasons may apply.
If you’ve tried submitting the code too many times and it’s telling you to contact support, you can get in touch with our customer support team here.
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.