How to Find Out Why Your Gift Card Was Declined or Not Accepted
Follow these steps to determine why your gift card transaction was declined:
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Check Balance
- Visit our check balance page.
- Review the available balance and list of transactions associated with your card.
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Review Transaction History
- Scroll to the bottom of the check balance page to view your transaction history.
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Identifying Declined Transactions
- Declined transactions will be highlighted in red.
- Click the Information Icon next to any declined transaction to see the reason for the decline.
Common Reasons for Gift Card Declines
Visa and Mastercard Prepaid Gift Cards generally function like regular debit cards and are accepted at most locations that accept Visa or Mastercard within the United States. Virtual cards are for online use only.
Virtual eGift Cards
- Insufficient Funds: Check the available balance. Declines may occur if the total purchase exceeds the card's balance or if a pre-authorization charge is added by the merchant.
- Merchant Acceptance: Some merchants do not accept prepaid cards. Confirm with the merchant before attempting to use your card.
- Geographic Restrictions: Our consumer VISA and Mastercards are only valid for use within the U.S. If you have a Virtual "Corporate rewards card" you can use your card for purchases on international websites.
- Pre-authorization Charges: Merchants like gas stations, hotels, and restaurants may place a hold on your card (typically 20-25%) more than the purchase amount to cover potential tipping.
- Invalid for Specific Services: These cards cannot be used for ATM withdrawals, bill payments, subscription services, or some financial transactions.
- CVV Error: Ensure that the 3-digit CVV code is entered correctly.
- CVV Transfer Issue: Some merchants may not pass the CVV code when processing payments. If this happens, try using a different merchant.
Plastic Visa/Mastercard Gift Cards
- Card Activation: Ensure that your physical card has been activated.
- Card Expiration: Check if your card has expired (the expiration date is printed on the card).
- Insufficient Funds: Verify the card's balance, including any pre-authorization holds.
- Merchant Acceptance: Confirm that the merchant accepts prepaid cards.
- Geographic Restrictions: The card is valid for use only within the United States. The only exception is if you are in possession of a "corporate rewards card" VISA or Mastercard. These cards CAN be used overseas.
- Invalid PIN: If the PIN is incorrect, try running the card as a credit transaction instead of debit.
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Pre-authorization Charges: A hold may be placed on your card by merchants.
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Restaurants, salons, and other similar service merchants: Be aware that tips at places accepting them may lead to a 20% higher authorization transaction. Ask to charge only the bill amount or reduce it by 20% before retrying the transaction.
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Gas Stations: Pay the cashier in advance to avoid a pre-authorization charge of up to $250 at gas pumps. Specify the exact amount and request a "credit" transaction.
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Hotels: Use a credit card when checking in to avoid higher holds (approximately 25%). Pay the bill with your reward card at checkout.
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Rentals (auto, truck, etc.): Reserve with a credit card and settle the bill with your reward card.
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- Invalid for Specific Services: Cards cannot be used for ATM withdrawals, recurring bill payments, or subscription services.
- CVV Error: Double-check the CVV code to ensure it is entered correctly.
- CVV Transfer Issue: If the merchant is not verifying the CVV code with our payment processing system when requesting payment we will decline the transaction. This is done to protect your funds. If this happens, please consider using your gift card with a different merchant.
Assistance with Merchant Gift Cards
For store-specific or merchant gift cards, please contact the merchant directly for support.
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