Having trouble making a payment with your Teya Business Account card? This guide covers the most common reasons why physical and virtual cards might decline and provides simple steps to resolve them. Review the sections below to find the right solution to get your card working again.
General checks for all cards
If a payment is declined, start by checking your card settings in the Teya app. Open the app, go to Money, select Cards, and choose the card you are using.
- Check the card status: Ensure the card is active and has not been frozen or cancelled.
- Review your account balance: Verify that you have enough money to cover the payment.
- Check your spending limits: Make sure you have not reached your daily card or Teya Business Account limit.
- Review allowed payment types: Ensure the specific payment type (online, contactless, or ATM withdrawal) is enabled in your settings.
Physical cards and contactless payments
If you are using a physical card to make payments or withdraw cash from an ATM, try these troubleshooting steps:
- Activate new cards: If your card is brand new, you must activate it in the Teya app before your first payment.
- Insert and use your PIN: If contactless is not working, insert the card into the card machine and enter your PIN. This is often required for your first payment or as a standard security check.
- Verify your PIN: If you are unsure of your PIN, you can securely view it in the Teya App.
- Refresh your PIN at an ATM: If your card is still declining, visit an ATM, insert your card, enter your PIN, and select a balance enquiry. This syncs your PIN details and often resolves background connection issues.
Important: If your card is blocked after entering the wrong PIN several times, you can unlock it by inserting it into an ATM and entering the correct PIN.
Virtual cards and online payments
Virtual cards are great for online payments, subscriptions, and digital wallets like Apple Pay or Google Pay. If an online payment fails, check the following:
- Confirm card details: Double-check the card number, expiry date, security code, and ensure your billing address matches your Teya Business Account.
- Digital wallets: If paying via Apple Pay or Google Pay, ensure the virtual card is set up correctly in your device wallet.
- Complete verification: Many websites require extra verification. Ensure you complete the 3D Secure prompt or enter your one-time passcode accurately.
- Pending payments: Card payments usually settle within 7 days. If a Teya card payment shows as pending, do not try to pay again immediately, as this can create duplicate charges. Some businesses like hotels, may apply longer temporary holds.
ATM and cash withdrawals
If you cannot withdraw cash from an ATM, ensure your card is active, you have a sufficient account balance to cover the withdrawal and any ATM fees, and you are within your withdrawal limits.
- If the ATM keeps your card: Freeze the card immediately in the Teya app, report it as lost, and order a replacement. You can generate a virtual card in the app to use while you wait.
- If the ATM does not dispense cash: If your account balance was charged but you received no cash, do not cancel your card unless you believe your details are compromised. Contact us with the date, amount, and location so we can help resolve the issue.