Declined payment troubleshooting

Email received?

If you have received an email after your attempted payment, Pleo declined your payment. Make sure to also check your Spam/Junk folder for the email!
If you haven't received anything, the payment was most likely declined by the merchant.

Note: Pleo does not send a decline email for every decline type, so an absent email does not always mean Pleo was not involved.

These are the most common reasons for Pleo to decline your payment:

Insufficient funds
There were not enough funds available in the Account for the payment. Only admins can top-up the Pleo Account. If you are not an admin, reach out to your admin to let them know.
Blocked card
1. Be sure your card is activated
2. Confirm your card is not frozen
  - Auto-frozen for missing receipts? If you have outstanding expenses without receipts, your card may have been automatically frozen. Go to your To Dos in the Pleo app and upload any missing receipts — your card will unfreeze automatically once you're below the threshold.
3. If you have exceeded your 3 Pin attempts, Reset PIN code

Limit exceeded
You have exceeded your spending limit with Pleo. View your limits in Pleo and request a spending limit increase to proceed with your purchase.
Incorrect PIN used
You can view your PIN code at any time in the Pleo app. Remember: The PIN code for your Pleo card is different from the passcode you use to login.

There are a few things you can try if your payment has been rejected by the merchant:

Contactless payment declined? Here’s what to try.
Add your Pleo card to your digital wallet and try paying through your Apple Wallet or Google Pay
If you tried paying with Apple Wallet or Google Pay, try re-adding the card to your digital wallet
Reach out to the merchant for more information.