If your card does not have enough funds for a payment, you will receive an email notification (unless you deactivate the option) as well as a notification within the platform.
If you need more details, you can click on one of the failed payments and you will be shown further details on the decline reason:
But why has that happened? This article covers the common reasons why your payments are declined and the steps to resolve them:
- Insufficient funds
- Mismatched card details
- Card limit exceeded
- Invalid card status
1. Insufficient funds
Your available balance might be too low to top up your fixed card
If you don’t have enough funds in your Cledara account, we will not be able to top up your fixed budget card.
Check if you have funds committed in other applications prematurely; you might be able to move the funds to where they are most needed now, and then top up the other applications later.
If your total account balance is low, you will have to top up your account. Once the money reaches your account, you will be able to pull funds to the card for the payment.
The payment amount might have exceeded the budget (and budget flexibility)
If the payment amount is higher than the fixed budget (and the budget flexibility set), we will not authorise the payment request.
Review the cost of your subscription and check if the amount of the attempted payment is correct. If so, update the budget so that future payments can be authorised without issues.
Remember to increase your application balance as well, so that when the merchant likely tries to charge you again later, and the payment will go through smoothly.
The payment request might have come before the card was topped up
If you have sufficient funds on the card, but the payment failed due to insufficient funds, the payment attempt was likely made before the card was topped up.
In this case, please set the Next top up date one day before the expected payment date.
2. Mismatched card details
Another possible reason why your payment was declined is that incorrect card information has been entered or that the billing address entered does not match the billing information assigned to the card.
Double-check the card details you've entered to make sure everything matches what is shown in Cledara, i.e. the expiry date, CVC, company name, etc.
If your card details are all correct
It is also worth checking if the merchant imposes any additional requirements as measures to prevent fraudulent transactions.
These requirements are usually cross-checking if the payment method you entered matches your account details. For example, the merchant may not allow the payment if you are not currently in the same country as the card's billing address, or if the payment method has already been added to another account.
Since these verifications are done on the merchant's end, please reach out to the merchant for further confirmation why your card is not accepted.
3. Card limit exceeded
If your cards are powered by Mastercard, then your cards are subject to a velocity limit of 10 transactions each day. After the 10th transaction, you will have to wait until you can use the card again.
If you need to make more than 10 transactions within 24 hours, you can create a supplementary card under the same application to continue making payments.
You can read more about card transaction limits here.
4. Invalid card status
The card might be disabled or deleted
Head to Cledara to check your application and card status. We will not authorise any payment requests if your card is not active.
Disabled cards can be re-activated for payments, while deleted cards are no longer available to use. If your card has been deleted, please create another card to make your payment.
Your application budget type might have changed
Whenever your budget type changes, a new card will be generated, replacing the old card irreversibly.
You can check if the application has gone through budget type changes in the Change history tab.
If the budget type has indeed changed, your old card is no longer valid for use. Please update your payment method with the new card details at the merchant site.
Resolving your failed transactions
Here's a step-by-step guide to resolve your failed transactions in Cledara: