If you experience a decline from the following list, please make sure to contact us so we could give you a hand and sort it out for you!
Reached Curve spending limits
Curve offers daily, monthly or yearly spending limits and you may have exceeded at least one of them. To check your limits in the app, go to the “Account” tab and tap “View your Curve limits” and select “See details” for a more detailed insight.
We review and update your spending limits on an ongoing basis. You can read more about Curve's spending limits here.
New to Curve
Your transaction may be declined when Curve’s risk engine flags it as out of character or potentially fraudulent. Curve's risk engine helps to protect you from fraud by monitoring and occasionally blocking transactions in real-time and is particularly sensitive when you’re a new customer.
When there are too many incorrect PIN attempts, we’ll block your card to keep it safe in case it’s stolen. Contact us and we’ll help you recover your PIN (you’ll also have to visit an ATM to complete the process).
Forgot your PIN? No problem, as you can always view it in the app.
Card blocked in our system
The most common reason for a decline is when you block your Curve Card in the app when you don’t plan to spend, then forget the card is blocked. Always check your “Account” tab first to see if that’s the case!
If your card isn’t blocked in the app and you’re still getting declined, it could be that:
- Your recent transactions have triggered our risk engine.
- You’ve reported unrecognised activity on your account in the past.
- You’ve contacted us about account cancellation in the past.
Get in touch so we could check what the most likely reason for your decline is and so we can unblock your card.
Your card’s been stolen or compromised
Contacted us before about your card being stolen or compromised, yet you’re still receiving decline notifications on your app? Message us and we’ll check if a new card has been issued and if your account is safely blocked.
Petrol pump transactions
Looks like you might’ve tried to pay at an automatic petrol pump which isn't permitted due to restrictions put in place by our payment processor. We can check if that’s the case and we’ll get back to you with more information.