# Why is my card being declined?

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Source: https://help.koho.ca/en_us/why-is-my-card-being-declined-Skha9icIbl

Last updated: 2026-09-22T22:32:31.274Z

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

**First, check your Spendable balance.** Only your **Spendable** balance can be used for card purchases. Your **Savings** balance (Goals and RoundUps) and your **Vault** are separate from Spendable. You'll see them in the app, but you can't spend from them directly. So if your total balance looks high but your Spendable balance is low, that's the most likely reason your card was declined.

To fix it, move money into Spendable first, then retry the payment. You can:

*   Cash out a Goal
*   Cash out RoundUps
*   Withdraw from Vault

Cash outs and withdrawals are instant. We won't move money from Savings to Spendable for you, so you'll need to do this yourself before trying the payment again.

### Other reasons a card gets declined

*   **Insufficient funds** in your Spendable balance: [here's how to add money to your account](https://help.koho.ca/en_us/options-for-adding-money-to-your-koho-account-SJ8ehoqUWx).
*   **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 CVC** or **expiration date:** double check the CVC 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 or on [KOHO Web](https://web.koho.ca/login).
*   **Cancelled card:** Have you had your card replaced? It's possible the merchant is attempting an old, invalid card number.
*   **Merchant** doesn't 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).
*   **Blocked country:** it's possible the merchant is located in a blocked country.
*   **Purchase limits exceeded:** wait until limits reset on your account. To view your daily transaction limits in-app, tap the profile icon > Account velocity limits.
*   **Suspected fraud / transaction alert:** For your security, some transactions may be declined if they’re flagged as potentially suspicious. You may receive a [transaction alert](http://Transaction%20Alerts:%20What%20You%20Need%20to%20Know) asking you to confirm if it was you. Follow the instructions in the alert to approve the transaction or try again once confirmed.

### **Still no luck?**

You can reach out to our support team for troubleshooting help through our in-app support or on [Web](https://web.koho.ca/login).