Why was my GX Card transaction declined?
We're sorry to hear you're having trouble with your card. A declined transaction can be frustrating, but the reason is usually a simple setting that's easy to fix.
Let's quickly troubleshoot the most common causes.
Check Your Card Status
First, let's make sure your card is active and ready to be used.
- Is your card active? Check your app's home page. If you see a button to "Activate Card," please tap it to complete activation. If you don't see this button, your card is already active and ready to go.
- Is your card frozen? If you froze your card recently, you'll need to unfreeze it before you can make a transaction.
- Go to the Discover tab and tap on GX Card.
- Tap Unfreeze.
- Was your card cancelled? If you have cancelled this card in the past, it can no longer be used. You will need to proceed to order a new card.
Check Your Balance and Limits
A transaction can also be declined if there aren't enough funds available or if it's over your set limit.
- Do you have enough funds in your main account? Your GX Card uses funds from your main account balance, not your Saving Pockets. Please check that your main account has enough money to cover the transaction. You can top up from another bank or move funds from your Saving Pockets.
- Does your card limit cover the transaction? Your daily transaction limit might be set lower than the amount you're trying to spend.
- Go to the Discover tab and tap on GX Card.
- Select Manage Limits.
- You can view and change your limits here.
Check Your Transaction Settings
For your security, certain types of transactions need to be enabled first.
- Is it an online or overseas transaction? If you're shopping online or using your card outside of the country, you may need to enable these settings.
- Go to the Discover tab and tap on GX Card.
- Toggle on Online Transactions for online shopping.
- Toggle on Overseas Transactions if you are travelling or paying a foreign merchant.
Still Declined? Let's Get Support
If you have checked all of the above and your transaction is still not going through, we're here to help.
To help our support team investigate this quickly, please have the following details ready when you contact us:
- The exact declined error message (if you saw one)
- Transaction Amount
- Date and Time of the transaction
- Merchant Name (the store or website)