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Resolving a failed payment

Temporary change from 07/03/2022: cards issued by Russian banks can no longer be used due to changes on the side of providers.

A card payment may fail for a number of reasons:

  • There are insufficient funds on your card
  • Your card has expired
  • E-commerce transactions aren’t enabled for your card
  • You have exceeded your daily/monthly limit for online purchases.

In case of a failed payment, your balance will be negative. You will have the possibility to top-up your balance for it to be positive. Alternatively, the debt will be charged when you place a new order. After a top-up or paying for the new order, your balance will be 0.

You can check your balance in the Payments tab in the app.

In Austria and Hungary, you won't have a negative balance after a failed payment. Please reach out to your bank or credit card company so they can approve the transaction. After it is confirmed that the transaction can be re-tried, please use the Retry Payment option in the Payments tab.

If you still experience issues, please contact our Support team from the app.

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