There could be a few reasons why your card was declined. Let's investigate 🔎

  • Insufficient Funds on your account: here's how to load funds to your card 
  • Wrong PIN: if you've forgotten your PIN you can reset it by calling 1-855-564-6999 and choosing option 4
  • PIN Not Synced: your PIN may not have synced with the card properly when you first set it up. This is amongst the most common reasons a card is declined, and resetting the PIN quickly resolves this. Just call 1-855-564-6999 and choose option 4.
  • Mismatched CVV or Expiration Date: double check the CVV and/or expiration date on your card match what you've provided the merchant. This is particularly important if you've recently received a new card
  • Locked Card: Unlock your card from within the KOHO App
  • Merchant does not accept pre-paid credit cards: the KOHO card won't work for online gambling or adult entertainment sites, and some merchants may not accept prepaid credit cards (double check with them)
  • Velocity limits exceeded: wait until limits reset on your account. See this article for a list of velocity limits

If none of the above apply to you, reach out to us via our in-app chat so that we can get to the bottom of it! 

Additional Articles you may find helpful:
Can I use my card for online gambling?
Your Card FAQs
Using ATMs with your KOHO card

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