When a card payment in your history shows Declined, the merchant did not receive the money. The system may briefly show an authorization amount; because the transaction was declined, that hold is released on its own. No refund is required.

What you can do next depends on the message on the details page. This article quotes those messages and the usual next step. Go by the text you actually see — do not guess from a similar wording.

Wallet home → Pay → Cards → Transaction history → open the Declined item.

The message sits in the middle of the details page. Whether Transfer appears is whatever that page shows at the bottom.

You can usually fix this yourself right away. A Transfer button appears at the bottom of the transaction details page.

How Transfer works

Typical cause: The amount is higher than the available credit on this card.

What to do: Open the transaction details, tap Transfer at the bottom, move funds from Pay into this card, then retry.

Typical cause: The spendable Pay balance is not enough for this transaction.

What to do: Open the transaction details and tap Transfer to top up the card. If Pay itself is short, deposit first, then transfer.

The card itself cannot be used, so topping up the balance will not help. The details page usually has no Transfer button.

Typical cause: This card has been cancelled or deleted and can no longer be used. “Bank card” in the message means the MPChat card you just tried.

What to do: Pay with a card that is still active. If you need a reissue or a new card, see the reissue article.

Typical cause: The card has not been activated yet, so the payment will not go through.

What to do: Finish activation on the card page in the App, then retry the payment with the merchant.

Typical cause: The card is frozen — either you froze it in the App, or three wrong CVV attempts within 24 hours triggered an automatic freeze. A risk freeze cannot be lifted by yourself.

What to do: If you froze it yourself, unfreeze it in the App. Otherwise contact in-app support — for MPChat users, “issuing bank” in that message means official support.

The payment was blocked. Rapid retries can make it worse — stop first, then follow the steps.

Typical cause: The transaction was judged to be a security risk and blocked. The merchant did not receive funds.

What to do: Do not retry the same payment in a tight loop. Wait, then try another merchant or method. If it keeps happening, contact in-app support.

Typical cause: The system treated this payment as risky, so the transaction did not complete.

What to do: Stop and do not tap retry repeatedly. Check whether the merchant is a restricted use case, or try later. Contact in-app support if it fails several times.

Typical cause: The account is currently restricted, so the payment was declined.

What to do: Contact in-app support with the recent transactions. Do not keep retrying on your own.

The number, CVV, expiry, or PIN was wrong or missing. For a virtual card, the CVV and expiry on the card page in the App are the source of truth.

Typical cause: The CVV entered on the merchant page does not match the card. Virtual cards have no physical back — read it on the card page in the App.

What to do: Open the App, confirm the three-digit code, then re-enter it. Three wrong attempts within 24 hours freeze the card; only support can lift that freeze.

Typical cause: The merchant required a CVV and none was submitted.

What to do: Go back to checkout and enter the three-digit code. For a virtual card, read it on the card page in the App — do not leave it blank or guess.

Typical cause: The expiry was typed wrong, or the card has expired. After a reissue the expiry updates, so the old month/year will not work.

What to do: Check month/year on the card page in the App before you submit. After expiry or a reissue, use the new dates — see the reissue article.

Typical cause: The PIN entered at an ATM or POS for the physical card is wrong. It is not the App passkey, and in-app payments do not ask for this PIN.

What to do: Retry with the PIN for this physical card. Repeated mistakes can lock the card — contact in-app support.

Check the security code in the App before you type it. Three wrong attempts within 24 hours freeze the card; only support can unfreeze it. See Card freeze, unfreeze and account appeal.

The amount is above a per-transaction or cash-out cap — not a short balance. Use the limits table; do not guess from memory.

Typical cause: This amount is above the card’s per-transaction cap. Available balance is not the issue.

What to do: Split the payment or choose a smaller amount. See the limits and fees table for the numbers.

Typical cause: This ATM cash-out is above the per-withdrawal or daily cash limit. Online purchases never show this message.

What to do: Withdraw a smaller amount, or wait until the limit resets. The numbers are in the limits and fees table.

The wording is usually: 「This transaction cannot be completed due to risk control or merchant restrictions」

If none of the lines above match, the details page often falls back to this message. The merchant may have declined it, the rail may have blocked it, or a risk rule that is not listed separately may have applied. There is no Transfer button. Do not retry in a loop; wait, or try another merchant or method. If it keeps happening, contact in-app support with the time and amount.

Search the page for the line you saw — one row gives the cause and the next step.

No, and you do not need a refund. The merchant was not paid. An authorization amount may flash briefly and then release on its own — confirm it in your history.

Trust whatever the details page actually shows. Transfer means a credit or balance problem. If it is missing, the cause is card status, risk, the details you entered, or a limit — transferring will not fix it.

No. The transaction PIN is for ATM / POS on the physical card. The passkey signs you into the App and confirms in-app security checks. Card-not-present payments do not ask for a PIN.

Three wrong attempts within 24 hours trigger a risk freeze. You cannot lift it yourself — contact in-app support. Check the card page before each try; do not hammer retry.