If your transaction was not completed, it does not necessarily mean that there is a problem with your card or account. A transaction may fail for various reasons.
Possible reasons for a failed transaction
Incorrect card details
Make sure you have entered the following correctly:
- Card number
- Expiration date
- Security code (CVV)
The card is inactive or has expired
Check that your card is active and has not expired.
Insufficient balance
Make sure you have enough available balance in your account to complete the transaction.
Card settings restrictions
Check that the required card settings are enabled, depending on the type of transaction:
- International transactions
- eCommerce
- NFC transactions
- Cash withdrawals
Also, make sure that you have not exceeded your card's daily transaction limit. You can change it at any time from Card Settings > Transaction Limit.
3D Secure authentication failed
Some transactions require additional verification through a push notification or by entering a security code (3D Secure).
Temporary technical issue
The transaction may fail due to a temporary issue with the POS terminal, the network, or the payment provider.
The terminal does not support Visa
Your Magenta Pay card can only be used at terminals that accept Visa payments.
The transaction was declined for security reasons
In some cases, a transaction may be automatically declined if suspicious activity is detected, in order to protect your account.
What you can do
Before trying to make the transaction again:
- Make sure your card is active.
- Check that your card details are correct.
- Confirm that you have sufficient available balance.
- Check that the required card settings are enabled.
- Make sure you have not exceeded your daily transaction limit.
- Complete the 3D Secure authentication, if requested.
- Wait a few minutes and try again in case of a temporary technical issue.
If the error appears within the app
If the transaction fails while making a payment through the app, try the following:
- Restart your device.
- Uninstall and reinstall the app.
- If you are using Wi-Fi, try completing the transaction using mobile data instead.
If the issue persists after following the steps above, please contact a customer support representative.