If you're having trouble with a card payment, just tap on the activity section in your in-app transactions list to see the reason for the decline and find helpful troubleshooting tips.
My card is damaged
If your physical card is peeling or you're unable to make a payment, you can order a replacement (some fees may apply). To get a new card in the Vault.Bank mobile app, follow these steps:
- Go to 'Cards' on the side menu
- Select the Replace Card option
- Choose reason for card replacement
- Click Continue
While you wait for your new card to arrive, you can add it to Apple Pay or Google Pay and make payments using your phone.
My card isn't working for chip and PIN payments
You should be able to see the reason your card isn’t working in your transactions list. Some common reasons could be:
- Exceeded PIN tries
- Card blocked due to location-based security
- Spending limit reached
If your card isn't working for ATM withdrawals, the issue might be with the ATM itself, possibly due to temporary or connectivity issues. You can try using a different machine by checking nearby ATMs with our in-app ATM locator.