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Why did my PaysafeCard Mastercard® payment fail?

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This article addresses the PaysafeCard Mastercard® product. Information about the Account & Card Debit Mastercard® can be found here.

Here are the most common reasons for a failed card payment attempt.

Common Issues:

  • PaysafeCard Mastercard® not yet activated. Once your card is delivered, you must activate and top it up via the PaysafeCard Mastercard® section in your account before you can start transacting with it. If you don’t see the activation button, this means your ID verification hasn’t been completed yet. You’ll be informed via email once your submitted documents are reviewed.
  • Insufficient balance. Visit the PaysafeCard Mastercard® section in your account to check if there’s enough money to cover your payment. Note that the PaysafeCard Mastercard® has a separate balance from that of your PaysafeCard account. To transact with your card, you need to top it up beforehand by transferring money from your PaysafeCard account balance.
  • Blocked PaysafeCard account or PaysafeCard Mastercard®. You can check your account status by visiting your PaysafeCard account’s Dashboard. To check your card status, visit the section PaysafeCard Mastercard®. 
  • Incorrectly entered card details such as your 16-digit card number, CVV, or expiry date. If your card details are saved and get auto filled when paying online, try deleting them from the website and entering them again.
  • Reached transactions limit. You can check the PaysafeCard Mastercard® limits on this page or by going to the Limits & Status section in your PaysafeCard account. The top-up limits apply for a calendar day (12 am – 11:59 pm), calendar month (e.g., 1/1 - 31/1).
  • Incorrectly entered card PIN. You can request a PIN reminder SMS via the Forgotten PIN button in the PaysafeCard Mastercard® section of your account. If you’ve entered your PIN incorrectly 3 consecutive times, your card might have been blocked. For more details on this topic, visit the relevant article linked below.
  • You failed or did not complete the 3D Secure payment authentication. Learn more about 3DS payments from our dedicated page linked below.

Restricted payments:

  • Cardholders under the age of 18 are not permitted to make payments with PaysafeCard Mastercard® at certain shops, such as car rentals, gambling merchants, websites with adult content, etc.
  • Contactless payments might not be available at all merchants. In case of a failed contactless transaction, try inserting the POS terminal and entering your 4-digit PIN.
  • Some Lodging merchants, i.e. hotels, motels, resorts. might not accept prepaid cards.

Technical problems:

The contactless chip of your physical card might be damaged. Make several payments attempts at different terminals and if none of them works you can order a replacement card.

  • Technical or connectivity issues with the merchant POS terminal or ATM. For online payments, try deleting your card details from merchant website, troubleshooting your browser, and making the payment again. For payments at physical locations, try inserting your plastic card in the terminal to make a chip and PIN payment.   
    If you believe your payment should have been processed, or you encounter issues with a particular shop or web store, contact us for assistance.
  • Make sure that you have deactivated all pop-up/ad blockers that run on your browser. This may prevent the opening of the additional ID check/3D Secure page.
  • Do not close the tab or window before completing the payment.

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