Troubleshooting declined card payments

Declined Payment

Tap on the declined payment transaction in the app to see more information. If the declined payment information isn't clear, please get in touch with us at [e-mail].

The Zumo card doesn't work at a particular merchant, but other cards do

If this happens it is likely that the merchant doesn't have the right systems configuration to accept our card. In this case, you won't see a declined payment message in the app. We can reach out to them for you to try and fix the issue in this case - please email [e-mail] and provide:

The name of the merchant or ATM provider where your card has been declined
The address of the store or ATM (or web address if your card is declined online)
The time and date of the attempted payment
The amount of the attempted payment
A receipt or screenshot showing the declined payment or a successful payment with a different card ****(We can use this to diagnose the exact issue with the merchant's payment systems)
A brief summary of what happened > move to the top of the list