What should I do if my Skipr payment has been declined?
You may try to make a payment with Skipr but it may be declined.
Below you will find some useful information to help you understand the potential reasons and what to do about it. If the information below doesn't help, please don't hesitate to contact our Support (top right corner of this page) to get help.
💡 Make sure that:
You still have sufficient budget (check this in the mobile app or your web dashboard)
The mobility provider is authorised in your mobility programme
The payment terminal accepts Mastercard cards
The program linked to your card is the correct one (only valid if you have several programs)
If the points mentioned above are not the source of the refusal, your card may be blocked. Contact our Support team to unblock it (see top right corner of this page).
You don't receive the verification code to finalise a payment? The Mastercard verification SMS may have been blocked. Numbers such as 8810, 8001, 8850, etc. are often used to send these SMS messages. Make sure you have not blocked them.
📱 A problem with payment inside the Skipr app?
If your in-app payment has failed because of an unknown reason, you can:
Go to the app/website of the mobility provider and enter the details of your Skipr card as a means of payment
Or, go to a payment terminal of the mobility provider and pay with your physical Skipr card (if you have one)
💡 For more information on how to pay with your Skipr card, click here.
A problem with paying inside the Skipr app and with your Skipr card?
If both your in-app payment and card payment have failed, you can (if authorized by your employer):
Pay with a personal payment card
Ask for reimbursement in the mobile app or web dashboard
Once approved by your employer, you will be reimbursed on your next payslip
💡 For more information on how to add a reimbursement request, click here
How do I add an expense I made with my private card?
You can easily add an expense that you made with your personal card in Skipr, to request a reimbursement from your employer. You can do this in the Skipr mobile app and via the web dashboard.
Click on the "New request" button in the top right corner of your web dashboard and select "New expense" or on "New request" on the homescreen of your mobile app.
A new form appears (at the right side of the screen for the web), where you need to enter some details about the expense: the amount, a description (optional) and the date of the expense = date of purchase (which is set by default to today).
You can also select whether this is an expense that the system has to automatically repeat once a month or not, and the date on which repetition will end. For more information on this subject please see: What is a recurring expenses ?
Once the required information has been filled in, click the “Continue” button.
You now reach the next step of the new expense flow, where you can enter more information about the expense.
First of all, you need to select the Merchant and associated Service by clicking the "Merchant" section and using the search bar.
You then need to fill in the rest of the information (if required by your employer):
Program: Pre-selected but can be changed manually
Receipt: Upload a receipt for your purchase (ticket, invoice etc.), preferably as a PDF or JPG
Description: Use this field to add or modify the description of your expense to facilitate its approval
Expense code: Add an expense code if your employer has given you one
Amount: You can change the amount you entered in the previous step
Date: You can change the date you entered in the previous step
Once the information has been entered correctly, click on the "Submit" button at the bottom of the page.
After submission, the expense will either be approved automatically or sent to your manager or administrator for validation.
This person will examine the expense and can:
Approve it if it is in line with your company's mobility policy
Refuse it if it is not
Ask you for additional information if the request is not exhaustive. The status of your expense will then change to "info required".
After validation, the next step is the reimbursement of your expense. Each company has a different process, but generally, expenses are reimbursed via the payslip following the validation date. Once the necessary steps have been taken on the payroll side, the expense will move to the final status, which is "Reimbursed".
How to request a reimbursement of housing costs 🇧🇪
If you benefit from the Belgian mobility budget and fulfil the necessary conditions (living within 10 km of your normal place of work) you can use your budget for housing costs, more specifically rent or interests and capital reimbursements towards a home loan.
This article describes how to request reimbursement from your employer using Skipr.