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There are a number of reasons why a credit card transaction could be declined. Sometimes, it just happens if there is a problem with the terminal or the connection when you make a purchase. At times we will decline a transaction to protect you and your credit card account, which we know is not always convenient. Here are a few things to check if you’ve had a transaction declined recently:
• Were you making a purchase online?
- If you were asked to enter a one time passcode but didn't receive a text message, please get in touch as it may be that we don't have the correct mobile number for you. The same applies to any additional cardholders you have, we need to have their up to date mobile numbers too. Also, please check that you have signal to receive text messages.
- If you haven't been asked for a one time passcode, unfortunately this is an issue with the retailer and not Virgin Money. The retailer may not be using the required security checks, we recommend you contact them directly about different payment options.
- If you pay using Apple Pay or Google Pay, you won’t be sent a one time passcode to complete your online purchase. This is because your digital wallet has its own security checks built in.
- If you have entered a one time passcode and your online purchase was declined, please see below.
• Are you over your credit limit?
Check your balance and recent transactions, you may have made a purchase that has taken you over your authorised limit. If you are over your credit limit, you can make an immediate payment via the Virgin Money Credit Card app by Bank Payment, which will update your available to spend balance, usually within 15 minutes.
• Are your payments up to date?
Using the Virgin Money Credit Card app check if your payments are up to date. You will also find your payment due date on the front page of your statement. Your transaction will be declined if you fail to maintain your minimum monthly payment. Not registered for the app - contact us to check your balance, credit limit and/or make a payment.
• Have you chosen to freeze your card?
Check if you have frozen your card in the Virgin Money Credit Card app, unfreezing is easy by going to the card page in the app and following the on-screen instructions.
• Is your mobile app up to date?
Make sure you have logged into the Virgin Money Credit Card app recently to ensure your software is up to date. See the system requirements for the app here.
• To protect you and your card, occasionally Virgin Money may decline credit card transactions
We do this if we believe a transaction to be suspicious or we have reason to believe you may not have made the purchase.
If you have exhausted the options above and are concerned about why a transaction was declined, please contact us.