I've encountered a problem when trying to pay by card

Here’s a look at some of the difficulties that can arise when paying by card and how to overcome them. 

Card payments can fail for various reasons, but you won’t have been charged if we’ve told you that your payment has been unsuccessful.  

In this article, we’ll cover:

1. Your bank or card issuer has declined the payment 
2. Entering your details
3. We’ve declined your payment 
4. Card error messages 
5. Issues with payment authentication 

Your bank or card issuer has declined the payment 

Banks and credit card companies will usually block any payment that doesn't follow your typical spending activity, is particularly large or if you’re paying someone new.  

They do this to protect you and your money. If this does happen, you’ll need to tell your bank or card provider that you’re making a genuine transaction with Xe. 

Tip: If you’re planning on making a large or unusual transfer with us, give your bank a call in advance to avoid delays when sending money. 

Card payments can also fail if you simply don’t have enough money in your bank account to pay for your purchase. 

Even if you do have the funds in your account, there are regional differences between the daily and transactional spending limits you can make with a debit card. Credit cards are subject to credit limits.

Tip: Check with your bank if you’re looking to send a large amount of money. You may need to pay us in instalments if you’re heavily restricted by these limits. 

Entering your details

Debit and credit card payments are secure, quick and easy. That’s why they’re so popular. Like all things though, occasionally they can go wrong.  

We want to help you avoid any unsuccessful card payments and one of the simplest ways to do this is to ensure you’ve entered the correct details. Take care when entering: 

• The card number (typically 16 digits in groups of 4. For example: 1234 5678 9876 5432) 
• Your name as shown on the card 
• The expiry date (For example (01/21) 
• The CVV number (three digits on the back of your card) 

Entering your details correctly is essential to ensuring you don’t encounter delays. If you enter your details incorrectly too many times, we'll block the card for your security and you'll need to contact us to unblock it before trying again.

We’ve declined your payment 

Keeping you and your money safe is our priority. We have a thorough verification process to help us combat fraud and, if necessary, we’ll block a payment to protect you if suspicious activity is detected. 

Payments can also be declined because we don’t support the card you’re trying to use. We accept VISA and Mastercard at Xe. If you are trying to pay for your transfer using another card, you’ll need to select an alternative payment method, such as a bank transfer. 

Please note that we don't accept American Express (AMEX).

Card error messages 

Most card payments will pass through our system with ease. When we do encounter a problem, we try to give you as much information as possible about what went wrong. 

Look out for error messages and follow any guidance provided to solve issues quickly and avoid further delays. 

Issues with 3D Secure payment authentication 

3D Secure is similar to the two-factor authentication (2FA) you use when you sign in to your Xe account.

It’s a security measure that redirects you to your debit or credit card provider’s secure portal to add another layer of security to certain transactions. 

When you make a transaction that requires 3D Secure authentication, you’ll typically be asked to provide either: 

• The password associated with your card 
• An access code sent to your mobile device 

You may encounter some challenges with 3D Secure, often these are due to a problem with your browser. Have a read of our handy tips on how to avoid browser issues here. 

There are often time limits placed on these access codes, so make sure you enter these promptly and with care. 

The issue could also be with the online portal. If you’ve tried the browser troubleshooting tips, contact your bank or card provider to confirm whether they’re experiencing difficulties. 

If the problem persists, you can always try using another card or choosing an alternative payment method.