Transactions can decline for a number of different reasons. Below are some of the most common reasons why a transaction may have been declined.
Card Status Inactive- The card is inactive. Please ensure the card has been activated before trying again. If you have not yet activated your card, please see: Activating a Physical Card.
Exceeds daily transaction limits- The amount for this transaction exceeds the card's daily or monthly transaction limit. You can edit your card's transaction limits by following the instructions in this article: Editing your Relay Card. Please note, transaction limits reset at 12pm CST and pending transactions are deducted from the daily transaction limit.
Incorrect CVV- The CVV entered was incorrect. Please double-check the CVV entered is the correct one. If you have multiple cards, ensure they are using the correct one relative to the card used.
PIN mismatch- The PIN entered does not match what is on file. If you have forgotten your PIN and need to reset it, please contact the Support Team for further assistance.
Incorrect Billing Information- The billing information entered is incorrect. Please confirm that the billing information matches what we have on file, including the name of the cardholder. If you need to update your billing address, please see: How to Update Your Billing Address.
Insufficient funds- The checking account the card is linked to does not have sufficient funds to cover the total amount for this transaction. If the account the card is linked to does not have sufficient funds you can quickly add funds by following the instructions here: Moving Funds between Relay checking accounts.