Key fact: A declined card link or top-up is rarely a "broken card." It usually matches one of the 6 common causes below. Work through them top to bottom — most are self-fixable. Contact support only if it still fails.

Check in this order and fix whatever applies:

For MPChat card 3DS verification, read the code in the email linked to that card or in MPChat notifications; it is not sent by SMS. Check the email spam folder and network if it does not arrive. A wallet’s own login or identity SMS is a separate process.

Wallets/merchants verify the billing address. Make sure the address you enter exactly matches the billing address shown in the MPChat app. See How do I change my card's billing address?

Many local wallets only accept cards issued in their home country. MPChat is a Singapore-issued VISA, so to those wallets it is a "foreign card" and is declined. See the not-supported overview.

Some wallets and platforms only accept personal cards. MPChat Cloud Card is a VISA corporate debit card, so it may fail to link where such a policy applies — this is not a card defect.

Top-ups and link authorizations need enough balance; also check per-transaction and daily limits. See MPChat card limits and fees.

MPChat automatically blocks high-risk categories such as gambling, adult, and illegal trade (plus some named merchants). If your transaction is in a restricted category it will be declined. See MPCard restricted-spending categories.

If you have checked everything and the merchant is not on the restricted list, risk rules may have changed dynamically. Contact us via in-app support to verify, and avoid repeated retries.

Risk and merchant policies change over time. The final source of truth is in-app MPChat prompts and each wallet's real-time checks.