Why Is My Card Not Working?

Role: ✔ Admin, ✔ Team Manager, ✔ Employee

When your Spenmo card is declined, you might want to check your balance and card settings first. Normally, the decline is due to the insufficient balance, card limit, or merchant lock.

1. Spenmo Dashboard

Checking User Funds

1. When your card is declined, check the user funds first. You may refer to the 'Available User Funds' section.

Checking Card Settings

2. If the user funds are enough to make a transaction, then check your card settings by choosing the card you're using for the transaction.

3. Go to the 'Settings' tab to check on your Spend Limit and Merchant Lock.

Changing Card Settings

4. If you'd like to change the limit and/or the merchant, scroll down and click on 'Card Settings'.

5. You will be directed to the 'Cards' page, scroll down on the card details on your right-hand side then click 'Edit Settings'.

6. Change your Spend Limit and Merchant Lock according to your needs.

You can also select 'None' for your Spend Limit and/or untick all selected merchants if you don't want your transactions to be locked to specific merchants. 

7. Click the 'Save Changes' button to save your card settings.

2. Spenmo Mobile App

Checking Wallet Balance

1. Kindly check your Wallet balance. 

Checking Card Settings

2. If your wallet balance is enough to make a transaction, then check your card settings by choosing the card you're using for the transaction.

3. Go to the 'Settings' tab and check on your Spend Limit and Merchant Lock.

Changing Card Settings

4. If you'd like to change your spend limit, tap on 'Spend Limit' or tap on 'Merchant Lock' if you'd like to change the merchant settings.

5. Change your Spend Limit according to your needs. You can also select 'None'. Once done, press down 'Select Spend Limit'.

6. Choose merchants that you'd like to lock the transactions for by tapping on the merchant's name, or untick all merchants if you don't want your transactions to be locked to specific merchants. Once done, press 'Set'.

3. My Card is Still Declined

If the issue persists, for us to assist you better, please send the transaction details as per below to support@spenmo.com. Kindly note that if there's more than one transaction affected, we require the below information for each transaction:

• User email of the registered cardholder:
• Have you done the eKYC process and have your KYC approved?:
• Website used for the transaction, also provide the domain name eg: .com, .sg, .my, etc.:
• What card was used - physical or virtual?:
• The last 4 digits of the card used:
• Approx. date and time of the transaction:
• Did you receive an OTP for this attempted transaction?:
• Transaction amount:
• Screenshot of error message/the declined transaction (compulsory):