We understand that experiencing a card decline can be frustrating and inconvenient. We want to provide more information on why your card may have been declined and guidance on resolving the issue. Below are some common reasons for card declines and steps you can take to address them.
Why Was My Card Declined?
Your card can be declined for several reasons. Here are a few common scenarios and how you can resolve them:
- Insufficient Card Balance: If the transaction amount exceeds the remaining balance on your card, it'll be declined. If you have a phone number on your Ramp account, you'll be notified via SMS. You can contact your manager to ask for an increase in the card limit if necessary.
- Merchant Decline: In some cases, the vendor may decline a transaction. This is more common for certain high-risk categories, such as gift cards. If your card is declined and you have enough funds, reach out to the vendor to see if the issue is on their end.
- Category or Merchant Restriction: If your finance team has added a category restriction to your card, it can only be used for specific categories. If you attempt to spend at a vendor that isn't authorized, your card will be declined. You should have received an SMS notification and can ask for an exception from your manager. Please note, sometimes Ramp may have incorrect mapping between merchants and categories, which you can report directly to Ramp.
- Card Locked or Terminated: If the virtual card associated with your transaction is locked or terminated, it'll decline. If you use your physical card and it is linked to a terminated virtual card, it'll also get declined. We recommend linking it to another virtual card if available or requesting a new card.
- Company Balance Limit: If your transaction exceeds the remaining balance for your company, it'll be declined. Your company admins or owners can pay down the company's balance to allow new transactions to go through. You may contact your manager or finance team directly for more information.
- Fraudulent Activity: If Ramp's systems flag a transaction as fraudulent, it'll be declined. If you believe the transaction is legitimate, reach out to our support team for assistance in resolving the issue.
Please ensure you are entering the correct expiration date and CVV for any online purchases.
If you continue to experience multiple declines despite having the correct settings and not receiving notifications from Ramp, it may be a vendor-specific issue. We recommend creating a new virtual card to attempt to resolve the problem.
How to View Declined Transactions
To view your declined transactions:
- As a Manager or Admin: You can view all declined transactions at the company (admin) or team level (admin and manager) in the Expenses >Transactions > Decline subsection. Additionally, you can export the data to a CSV for further analysis.
- As a Cardholder: Click on the card for which you wish to view declines. At the bottom of the panel, click on the Declines tab to see the list of declined transactions.
- How can I ask for a card limit or frequency change for a specific card? To adjust the card limit or frequency, login to "My Ramp", select the card you want to modify, and click on "Edit Card." Update the amount or frequency as needed.
- What should I do if an employee's transaction is declined due to reaching the spending limit? As an admin or manager, you'll receive an alert when an employee's transaction is declined. You can take appropriate action by increasing the spending limit or reviewing the transaction to make sure it complies with your company's policies.
We understand that card declines can be frustrating, and we're here to support. If you have any further questions or need assistance, please reach out to our dedicated support team. We're committed to helping you resolve any issues and ensure a smooth experience with Ramp.