When a CEX.IO Crypto Card transaction is declined, the issue typically stems from one of two primary causes: insufficient account balance or exceeding transaction limits. Understanding these causes and their resolutions is outlined below.
1. Insufficient Account Balance
The most common reason for a declined purchase is that your linked crypto account balance might not have enough to cover the cost. Here's how to quickly fix that:
Top Up Your Balance:
You can easily add funds to your CEX.IO account using various payment methods. Check out our handy guide on available payment methods.
Move Funds From Your Earn Account:
If you're using our Earn feature (crypto staking and savings), you can transfer funds directly from there to your main balance.
Switch to a Different Crypto Account Balance:
Remember, you can link up to four of your crypto account balances to your CEX.IO Crypto Card. If one doesn't have enough, simply switch to another one with sufficient funds. Here's how to link your crypto account balances.
Important Tip:
Even if you think you have just enough, a few things might still cause a decline:
The Occasional Glitch:
Sometimes, technical gremlins can cause transaction failures. If it happens, give it a few seconds and try again.
Currency Conversion:
If you're buying something in a currency other than Euros (EUR), we'll convert it automatically. While your balance might look good at first, the conversion rate could mean the final EUR amount isn't enough.
2. Transaction Limit Exceeded
Another reason for a declined purchase could be that you've reached your daily or monthly spending limit.
You can easily see your current card limits in the "Card Management" section of your CEX.IO App.
3. Frozen or Blocked Card
Sometimes, your card might be frozen or blocked, preventing transactions.
You can check the current status of your card directly within the CEX.IO app.
If you previously froze the card yourself through the app, you can also unfreeze it there.
If your card was blocked due to multiple incorrect PIN attempts, reach out to our Support team using the live chat.
Important: ATM withdrawals aren't available with this card, and your PIN isn't visible in the app.
4. Incorrect Card Details
A simple typo in card details can cause a decline. Make sure you've entered the following details correctly:
Card number
Expiry date
CVV code
5. Failed 3DS Confirmation
For secure online purchases, you might need to complete 3D Secure (3DS) verification.
Ensure you're entering the correct one-time password (OTP) code sent via push notification to your CEX.IO App.
To receive these notifications, make sure you've enabled notifications for the CEX.IO App on your device.
6. The Merchant Rejected the Transaction
Occasionally, a merchant might decline a transaction on their end.
In this case, it's best to contact the merchant directly to understand the reason for the decline.
Note: If the merchant declines the transaction, funds should be returned to you within 14 days from the day the transaction was initiated. These funds will be returned once the transaction status is changed from pending to rejected.
Still Having Trouble? We're Here to Help!
If you've checked all of the above and your purchase is still being declined, please contact our Support team via the live chat button. We're here to provide further assistance and get you back to using your card without any hiccups!
Important Notes
Refunds
Refunds will always be credited back to your EUR account if a currency conversion was involved in the original transaction.
Declined Transactions Not Shown
The following declined transactions may not appear in your app's transaction history:
Transactions exceeding card limits.
Purchases attempted with a frozen card.
Failed transactions due to technical issues.
The web content provided by CEX.IO is for educational purposes only. The information and tools provided neither are, nor should be construed as, an offer, or a solicitation of an offer, or a recommendation, to buy, sell or hold any digital asset or to open a particular account or engage in any specific investment strategy. Digital asset markets are highly volatile and can lead to loss of funds.
The availability of the products, features, and services on the CEX.IO platform is subject to jurisdictional limitations. To understand what products and services are available in your region, please see our list of supported countries and territories. This page includes additional links to information about individual products, and their accessibility.