There are multiple reasons why a card transaction may be declined, so we have listed them individually below to help you resolve any issues you’re experiencing.
Your card is inactive.
If you’ve forgotten to activate your card, any attempted transactions will be declined. You can activate your card in the Kroo app by following these steps.
Your card is blocked.
You can check to see if your card is blocked in-app by following these steps. If your card hasn’t been frozen, you may need to get in touch with our Customer Support team and we can investigate further.
Your transaction may have been declined due to an incorrect PIN entry. If you have forgotten your card PIN, you can view it in-app by following these steps. Entering your PIN incorrectly too many times may result in your card being blocked, if this is the case, please get in touch with our Customer Support team and we can investigate further.
You may have reached your contactless spending limit – simply make a chip & PIN transaction before to continue spending via contactless.
If you're still unable to use your card for contactless payments, please contact our customer support team and we’ll look into this for you.
If you’re having trouble paying at a specific merchant multiple times and each transaction is declined, this may be due to a merchant block we put in place. As a bank, we can block a specific merchant for a number of reasons, including ensuring the security of your account.
You can request to block a certain merchant as well – just contact us via the ‘Help & Support’ section in the ‘Account’ tab and we’ll look into this for you.
To find out more about a particular decline, please reach out to our customer support team, quoting the transaction’s details, and we’ll be more than happy to help.
Apple or Google Pay declines.
If you have trouble paying with Apple or Google Pay, that may be due to a poor connection between the payment terminal and your device. Make sure to keep your device as close to the reader as possible until you see the transaction confirmation screen.
There may be times when the contactless feature or the chip in your physical card will stop working. Please contact customer support who will be able to arrange a replacement card for you.
If you’ve ordered 3 cards within the past 12 months, we may charge you a £5 reissue fee, as per our Terms of Service.