Teya Business debit card troubleshooting
Updated
Having trouble using your Business Account card? Find answers to frequently asked questions below.
Anything not covered? Check out our troubleshooting articles on using your Business Account or all things transactions, money transfers, settlements, and refunds. If you still have any questions, please contact us via in-app chat or give us a call at +44 128 389 6876.
Cards
My physical card hasn’t arrived in the expected delivery time. What should I do?
We’re sorry this has happened. If you're still waiting for your card after 10 working days, please contact us via in-app chat or give us a call on +44 128 389 6876.
My physical card isn’t working. What should I do?
Check that your card is set to Active in the Teya Business app:
Go to Business Account.
Go to the Cards tab.
Check that your card is tagged as Active.
Is your card already Active? To get it up and running, make sure you've inserted it into an ATM or card machine and entered your PIN.
To find your PIN:
Open the Teya Business app and go to Business Account.
Go to the Cards tab.
Select the card you need the PIN for.
Select Manage > View PIN.
Enter your passcode.
If your card still isn’t working, it might be damaged. Please contact us via in-app chat or give us a call on +44 128 389 6876.
Contactless payments aren’t working on my physical card. What should I do?
If this is your first transaction, make sure you’ve inserted it into an ATM or card machine and entered your PIN to get it up and running.
If contactless still isn’t working, please check that your card is Active (follow the instructions above) and has enough money to make the payment.
My physical card is lost or stolen, what are the next steps?
If you’ve misplaced your card, you can temporarily freeze it by following these steps:
Open the Teya Business app and go to Business Account.
Go to the Cards tab.
Select the relevant card and tap Freeze.
Tap Unfreeze if you find your card.
If your card is lost or stolen, follow these steps to deactivate it:
Open the Teya Business app and go to Business Account.
Go to the Cards tab.
Select the relevant card, then tap Manage.
Tap Deactivate and Continue.
Select the relevant reason for deactivation or fill in the Other box.
Tap Deactivate card.
Enter your passcode.
Your lost card will be deactivated, and you’ll be prompted to order a new card straight away.
You can create virtual cards to use while you wait for your new card to be delivered.
If you can’t access the Teya Business app, please give us a call on +44 128 389 6876.
PIN
My card has been blocked after entering an incorrect PIN multiple times. What should I do?
To unlock your card, you’ll need to insert it into an ATM and enter the correct PIN.
To find your PIN:
Open the Teya Business app and go to Business Account.
Go to the Cards tab.
Select the card you need the PIN for.
Select Manage > View PIN.
Enter your passcode.
ATM
Why is my request to withdraw money being declined by an ATM?
There are a few reasons why this might be happening. Please check the following:
Your card is Active and has enough money to make the payment, including the ATM fee. See instructions above.
You have entered the correct PIN.
The ATM is working correctly. Please try a different ATM if you’re unsure.
If your withdrawal request is still being declined, please contact us via in-app chat or give us a call on +44 128 389 6876.
My card has been swallowed (by an ATM, vending machine, or similar). What should I do?
You will have to deactivate your card and order a new one.
To deactivate your card:
Open the Teya Business app and go to Business Account.
Go to the Cards tab.
Select the relevant card, then tap Manage.
Tap Deactivate card and Continue.
Select the relevant reason for deactivation or fill in Other box.
Tap Deactivate card.
Enter your passcode.
Tap Deactivate card again to confirm.
Your swallowed card will be deactivated, and you'll be prompted to order a new card straight away.
You can create virtual cards to use while you wait for your new card to be delivered.