Teya Business debit card troubleshooting

Having trouble using your Business Account card? Find answers to frequently asked questions below.

Cards

My physical card hasn’t arrived in the expected delivery time. What should I do?

We are sorry this has happened. If you are still waiting for your card after 10 working days, please contact us via in-app chat or any alternative available channel.

My physical card isn’t working. What should I do?

Check that your card is set to Active in the Teya App:

1. In the Teya app, go to Accounts;
2. Go to the Cards tab;
3. Check if your card is tagged as Active.

Is your card already Active? To get it up and running, make sure you have inserted it into an ATM or card machine and entered your PIN.

To find your PIN:

1. Open the Teya App and go to Business Account;
2. Go to the Cards tab;
3. Select the physical card and tap Manage;
4. Select View PIN;
5. Enter your passcode.

If your card still isn’t working, it might be damaged. Please contact us using the available channels.

Contactless payments aren’t working on my physical card. What should I do?

If this is your first transaction, make sure you have 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 should I do?

If you have misplaced your card, you can temporarily freeze it by following these steps:

1. Open the Teya App and go to Accounts;
2. Go to the Cards tab;
3. Select the relevant card and tap Freeze;
4. Tap Unfreeze if you find your card.

If your card is lost or stolen, follow these steps to deactivate it:

1. Open the Teya app and go to Accounts;
2. Go to the Cards tab;
3. Select the relevant card, then tap Manage;
4. Tap Deactivate and Continue;
5. Select the relevant reason for deactivation or fill in the Other box;
6. Tap Deactivate card;
7. Enter your passcode.

Your lost card will be deactivated, and you will 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.

PIN

My card has been blocked after entering an incorrect PIN multiple times. What should I do?

To unlock your card, you will need to insert it into an ATM and enter the correct PIN. To find your PIN:

1. Open the Teya App and go to Accounts;
2. Go to the Cards tab;
3. Select the card you need the PIN for;
4. Select Manage > View PIN;
5. 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:

1. Your card is Active and has enough money to make the payment, including the ATM fee. See the instructions above.

2. You have entered the correct PIN.

3. The ATM is working correctly. Please try a different ATM if you are unsure.

If your withdrawal request is still being declined, please contact us via the available channels.

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:

1. Open the Teya App and go to Accounts;
2. Go to the Cards tab;
3. Select the relevant card, then tap Manage;
4. Tap Deactivate Card and Continue;
5. Select the relevant reason for deactivation or fill in the Other box;
6. Tap Deactivate Card;
7. Enter your passcode;
8. Tap Deactivate Card again to confirm.

Your swallowed card will be deactivated, and you will 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.