Permission Required: Users with the Admin Profile, Member profile and Custom Profile can access this feature
Regional Availability: Australia, India, Indonesia, Singapore, United States
Overview
To view why your card was declined, please navigate to the My Volopay > Expenses section. From there, click the Declines subsection tab and check the Decline Reason column to understand why your card payment was declined.
If you don't see the declined transaction in Volopay dashboard, the vendor or merchant is declining the transaction. Please contact the vendor or merchant directly to resolve this.
We understand that receiving a message that your card payment has been declined can be frustrating and inconvenient. Below are some common reasons for card declines and steps you can take to address them.
Common card decline reasons:
Low Card Balance: If the transaction amount exceeds the remaining balance on your card, the transaction will be declined.
Card is frozen/blocked: If the card associated with your transaction is freezed or blocked, the transaction will be declined.
Merchant Restriction: If your Admin has added a Merchant Restriction to your card, it can only be used to transact with specific vendors or merchants. If you attempt to spend under a Merchant that isn't authorized, your card will be declined.
Category Restrcition: If your Finance Team has added a Category Restriction to your card, it can only be used to transact under specific categories. If you attempt to spend under a Category that isn't authorized, your card will be declined.
Low Company Account Balance: If your transaction exceeds the remaining balance for your company, it'll be declined. Your company Admins or Owners can pay down the company's balance manually to allow new transactions to go through.
Fraudulent Activity: If Volopay's systems flag a transaction as fraudulent, it'll be declined. If you believe the transaction is legitimate, please contact our Support Team for further assistance in resolving the issue.
Lastly, please ensure you are entering the correct expiration date and CVV for any online purchases. If you can confirm the card details are entered correctly, we recommend creating a new virtual card to attempt to resolve the problem.
To view your declined transactions:
As a Manager or Admin: You can view all declined transactions as the company (admin) or team level (card manager) in the Card module > Expenses > Declines subsection. Additionally, you can export the data to a CSV for further analysis.
As a Cardholder: You can view your declines from My Volopay > Expenses > Declines subsection.
Please contact our dedicated Support Team [email protected] if you have further questions or need assistance. We're committed to helping you resolve any issues and ensure a smooth experience with Volopay.