Failed Card Payment

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If your card payment fails, the first thing to try is to insert the card and enter the PIN. If this still does not work, please check the Holyheld app and click on the transaction in your account history. Here you will see more details about the failure and can help you resolve the issue.

Common Issues and Solutions

Insufficient Funds

A common error that is easily solved is "Insufficient Funds".

  • First check that you have topped up your account using either Sell Crypto or Receive Payment
  • If you recently activated your Physical card, or you have been issued with a new virtual card, check you are using the correct card details online or with Google/Apple Pay.
  • Similarly, if you have very recently had a new card issued or activated, check that your balance migration has been completed. This is usually fast but can take up to an hour on rare occasions. If it takes longer than expected, please contact support.

Excessive PIN Failures

If you have this message, then you will need to request a new PIN and activate your new PIN like you did when you first received your card, by inserting it and inputting the new PIN so that your card knows it has changed.

Operation not Allowed

This error usually means you have gone, or are about to go, over the limits for card spending or ATM withdrawals.

  • Check the limits page and the limits counter in the app to see what your current spending for the current period is
  • Press the ? to see when your limits reset
  • If you are making a purchase above 5000 EUR, but below 10 000 EUR, ask the merchant to split the payment, or see if they will accept a SEPA transfer

Nothing shows in my Holyheld account history

If nothing shows in the Holyheld app history, this will often mean that the issue is on the merchant side. The issue could be with their payment terminal, such as its connection status, or an issue with their online payment systems or payment processor. In this case it is best to contact them to see if they are having any issues.

Need Further Assistance?

If you have continued problems, or need help with any of the above, contact us and we will help guide you to a solution.