Card declined reporting

(Alex Sherwood) #62


So no error message suggests that the terminals were offline (& Monzo declines offline transactions by default). There’s nothing you can do about that, if that’s the issue but I’d recommend asking the support team to look into it, in case it’s not.

It’s worth a try, as you shouldn’t have to do it too often, I’ve probably had this happen less than five times in the last few months!

(Ben Below) #63

Hey - my card was declined for my first attempted online payment, at

(Alex Sherwood) #64

Hey Ben, I’m sorry to hear that.

If you were asked to complete 3D secure, did you get past that? If so, did see an error message in the app?

(Ben Below) #65

The site claimed it would redirect me for authorization, but didn’t, instead telling me the payment had been declined by the bank. I’m afraid I didn’t think to get a screenshot at the time, so I don’t have the exact copy of the error message. Nothing in the Monzo app either.

Thanks for the speedy reply!

1 Like
(Alex Sherwood) #66

Thanks for sharing those details :raised_hands:

I’m afraid you’ll need to ask your bank about this, as they’ve declined the payment via 3D secure.

If they don’t come up with a solution for you, then it’s worth checking with Monzo support to see if they can help.

It would be good to hear what your bank says, as you’re not the 1st person to come across this issue :grimacing:

( related to Monzo CEO, Investor in Monzo ) #67

maybe because Monzo card is at the moment a pre paid card ???

-From their website -

How can I pay for my order?

We only take payments by credit or debit cards and PayPal. We accept Visa, Delta, MasterCard, JCB, Electron, Switch and Solo cards. We regret that we do not accept American Express or Diners Club cards. We cannot accept payments by cash, cheque or postal order. If you wish to pay by these methods, you should contact the venue directly to see if they can help.

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(Ben Below) #68

I may have misunderstood something about the way this transaction should work - I was attempting to make a payment from the Monzo card to an online retailer, so I wouldn’t have thought my bank would be involved. Is there an intrinsic link between the pre-paid card and the bank account I used to top it up then?

(Alex Sherwood) #69

My bad, I didn’t read your first comment properly, please ignore my earlier advice.

Apparently 3D secure isn’t supported by Monzo. But as far as I know, Monzo’s not confirmed that so I’ll ask flag this post & hopefully we’ll find out :slight_smile:

Unable to Make Online Payment
(Ben Below) #70

Interesting - from my limited understanding, wouldn’t that mean that any retailer that uses 3DSecure would block all purchases with the Monzo app? That seems like a huge blocker to getting people to use Monzo as their primary bank.

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(Alex Sherwood) #71

I’m not 100% sure either but I assume so too.

Fortunately Monzo have said that they will be able to support 3D Secure once the current accounts launch though.

(Tommy Long) #72

When I last looked at it you could essentially set 3D Secure (as a retailer) to be forced On or Off or leave it as the card’s default. I imagine it’s only if it’s set to On that it might cause Monzo an issue.

(James Billingham) #73

That is true, however very few merchants will force the use of 3DS. Mostly if a card doesn’t support it, the merchant will just let the transaction through anyway - the drop in conversion costs more than the fraud.

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Unable to Make Online Payment
(Zainab Khan) #74

Sorry about the delay! One of those days where you draft but forget to send :see_no_evil:

Just to confirm, the prepaid card won’t work with 3DS but with the current accounts, this won’t be an issue.

@Scoobyben Hey Ben! It might be better to get in touch with our support team so we can look at the details and see what went wrong. Few merchants force 3DS, so there could be another reason for it being declined.

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MasterCard SecureCode / 3D Secure
Known issues / bugs 🐛🐜🐞
What We Know About the Current Accounts & Debit Cards / FAQ :bank: :credit_card: (open Wiki)

Don’t know if reports are still handy
But declined contactless at marks and spencer self checkout. No message in app. Chip and pin worked fine :slight_smile:

(Adam Hockley) #76

Pay pumps dont work and you need submit on app not here


It wasn’t a pay pump. It was a food store.
I came through the app?


For people’s info, unable to use today on Harrogate and District bus via contactless (probably a limited audience for that)

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(Saminee Foster) #79

My card got declined today at coop (leicester) - I’ve tried both contactless and chip and pin. It worked fine earlier at the post office.

(I Can't Wait Till Tuesday, Scrap The Graph Day!!!!) #80

Dunno if it has been mentioned but Wetherspoons order to table app declines transactions, don’t think it was the issues today as I used it before in a different pub, at the bar in the pub it declined and after in a diff pub so defo looks like it is the app.

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Not sure if already mentioned but my card has been declined in:

  • Superdrugs
  • Zipcars (do not accept prepaid credits cards)
  • Buying tickets online via ClubTickets

Is there a resolution to this? As I think I may stop using Monzo if it will be declined… :frowning_face: