Overview
Receiving a message that your transaction has been declined can be frustrating and inconvenient. Below are some common reasons for transaction declines and steps you can take to address them.
How to view declined transactions
To view your declined transactions:
As a Cardholder
Open My Ramp and click on the funds for which you wish to view declines. At the bottom of the panel, click the Declined Transactions tab.
As a Manager or Admin
You can view all declined transactions at the company (admin) or team level (admin and manager) in the Expenses & travel > Card transactions > Declined subsection.
Common decline scenarios and how to resolve them
The first step is to check your SMS notifications on your mobile device to see why your card was declined. See the list below to understand why transactions are often declined and what you can do next:
Card or funds locked or terminated
For a physical card to be used for transactions, it must be spending from funds. If your linked funds are locked or terminated, any transactions attempted with the physical card will be declined.
How to resolve:
- We suggest checking your funds' Activity feed to see who locked it and when. Then, you can contact your manager to unlock it.
- You may also link your physical card to other funds or request a new funds before attempting the charge again.
Transaction amount limit
If the transaction amount exceeds the remaining balance on your funds, the transaction will be declined.
How to resolve:
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As a Cardholder, if you have the Ramp mobile app downloaded and push notifications turned on, you will receive a push notification with instructions to contact your Admin or Manager to request an increase in the funds limit if needed or you'll receive an SMS notification. Once approved, you may attempt the charge again.
- If you have not received a message, you can log into your Ramp account on web or the mobile app, click on the funds in question, click Actions, Edit, then type in a new dollar amount and click "Save changes."
- As an Admin, you will receive an SMS notification with the option to increase your funds limit if you have added a phone number to your Ramp account.
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As a Cardholder, if you have the Ramp mobile app downloaded and push notifications turned on, you will receive a push notification with instructions to contact your Admin or Manager to request an increase in the funds limit if needed or you'll receive an SMS notification. Once approved, you may attempt the charge again.
Company balance limit
Your transaction will be declined if it exceeds your company's remaining balance.
How to resolve:
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- Your company's Admins or Owners can manually pay down the company's balance to allow new transactions to go through. Once the balance is freed up, you may attempt the charge again.
- You may contact your Manager or Finance Team directly for more information.
Physical card linking
If your virtual card funds do not have "Enable Physical Card Linking" turned on, you cannot spend them with your physical card.
How to resolve:
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- You will need to "Enable Physical Card Linking" by following the steps outlined below
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- Click on the virtual card from your Ramp Dashboard
- Click "Actions" and "Edit"
- Click payment options
- Toggle on the physical card linking
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- You will need to "Enable Physical Card Linking" by following the steps outlined below
Fraudulent activity
If Ramp's systems flag a transaction as fraudulent, it will be declined.
How to resolve:
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- If you believe the transaction is legitimate, please contact our Support Team for further assistance in resolving the issue.
Merchant restriction
If your Finance Team has added a Merchant Restriction to your funds, it can only be used to transact with specific vendors or merchants. If you attempt to spend under a Merchant that isn't authorized, your funds will be declined.
How to Resolve:
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- You will receive an SMS notification and can request an exception from your Admin or Manager. Once approved, you may attempt the charge again.
- Please note that sometimes Ramp incorrectly labels a merchant. In these cases, please Report Incorrect Info directly from the transaction.
Forbidden category
If your Finance Team has added a Category Restriction to your funds, it can only be used to transact under specific categories. If you attempt to spend under a Category that isn't authorized, your funds will be declined.
How to resolve:
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- You will receive an SMS notification and can request an exception from your Admin or Manager. Once approved, you may attempt the charge again.
- Please note that sometimes, Ramp may incorrectly categorize a merchant. In these cases, please Report Incorrect Info directly from the transaction.
Merchant decline
If you continue to experience multiple declines despite having enough funds and you're not receiving notifications from Ramp, it is likely a vendor-specific issue. If you do not see the decline in Ramp, the transaction didn't reach our system for authorization, and the vendor or merchant is declining the transaction. This is more common for certain high-risk categories, such as gift cards.
How to resolve:
- Please contact the vendor directly to resolve the issue.
Card or funds information entered incorrectly
We recommend always ensuring you enter the correct expiration date and CVV for any online purchases.
How to resolve:
- If you can confirm the card details are entered correctly, we suggest creating a new virtual card or funds to attempt to resolve the problem.
No active user profile on Ramp
You should always check to make sure you have an active user login on the Ramp app, especially if you are either a new user or if your business uses a provisioning method like SCIM.
How to resolve:
- Try logging into the Ramp website or mobile app.
- Check with your admin or manager to make sure that your account is still active.
Frequently Asked Questions (FAQs)
How can I request a change to a specific cards or funds amount or frequency?
Go to My Ramp, select the cards or funds you want to modify, and click on Actions > Edit. Update the amount or frequency as needed and click "Save changes." Requested changes will go through the approval flow.
What should I do if an employee's transaction is declined because it has reached the spending limit?
As an Admin or Manager, you can increase the spending limit or review the transaction to ensure it complies with your company's policies.
We're committed to helping you resolve any issues and ensure a smooth experience with Ramp. Please contact our dedicated Support Team if you have further questions or need assistance.