What should I do if my card payment has been declined?

It's possible that your card payment is declined. You can find real-time information about the failed transaction in your mobile application.

Below you will find some additional 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
• The mobility provider is authorised by your employer
• The payment terminal accepts Mastercard cards
• The program linked to your card is the correct one (only valid if you have several programs)
• The contactless functionality is activated (only valid if you attempt a contactless payment - see also Can I pay contactless with my Skipr card?)

💳 A problem paying with your payment card card?

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 be blocked. Numbers such as 8810, 8001, 8850, etc. are often used to send these text messages. Make sure you have not blocked them.

💡 If your card payment has failed, you can (if authorized by your employer):

1. Pay with a personal payment card
2. Ask for reimbursement in the mobile app or web dashboard
3. 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