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.

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

Insufficient funds
There were not enough funds available in the Wallet for the payment. Only admins can top-up the Pleo Wallet. 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
3. If you have exceeded your 3 Pin attempts, Reset PIN code
Limit exceeded
You have exceeded your daily or monthly 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:

If you tried to pay by tapping the card, try to pay by inserting the card in the payment terminal and entering your PIN code.
Add you 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.