Why is my card not working?

There are many reasons why your card might not be working online, in a store or at a cash machine. Please check your account online and make sure that:

• Your card is active
• You have sufficient funds (please mind also the fees for payments in foreign currency and ATM withdrawals)
• You have entered your PIN correctly. You can request a PIN reminder or unblock your PIN  if you've accidentally inserted it wrong 3 times
• You haven't mistakenly blocked your CVV code (error message: security violation) 
• You have inserted the correct card details including the expiry date (error message: security violation)
• You have correctly and timely authorised the payment via the Authenticator app
• You haven't exceeded the contactless payment limit or ATM withdrawal limit

Our cards have been tested successfully at all common card readers and cash machines that are approved by Mastercard. In some very rare cases, old equipment might still be used, which cannot read current cards. Click here to find the nearest in your area.

Please note that the decision to approve or reject a payment is, in the majority of cases, made exclusively by the merchant, or respectively their automatic risk management system.

If you wish to know the exact reasons for the rejection of your payment, please get in touch directly with the merchant or his respective payment processor.