Why can’t I spend with my Douugh Card?
J
Written by Joe
Updated over a week ago

There are a few reasons a transaction on a Douugh Card may be declined or you're unable to spend, these include:

  • The incorrect PIN was entered at the point of sale.

    If you need help setting up your Douugh Card PIN see:
    How do I set my Douugh Card PIN?

  • An incorrect payment option was selected at the payment terminal.

    You will want to choose credit when paying in-store with a Douugh Card.

  • There were insufficient funds on the card at the time of the attempted purchase.

  • The card was locked in-app at the time of the attempted purchase.

    Check out the following if you need help with locking/unlocking a Douugh Card:
    How do I lock/unlock my Douugh Card?

  • The card that was being used was an old card that has since been replaced.

    This can happen when a card is replaced in the Douugh app, but has yet to be replaced in a digital wallet.
    Check out the following if you need help re-setting up your digital wallet:
    How do I set up my Douugh Card in my digital wallet?

  • We have placed a temporary restriction on your Douugh Card while we help you through repaying a Spot.

    This can happen where Spot repayments don’t go as planned and we will likely already be in contact to help make this right.

  • We have placed a temporary restriction on your Douugh account for verification purposes.

    This can happen when our monitoring systems notice something unusual and we will likely already be in contact to help you navigate through any next steps.

If the above doesn’t help you understand the reason for a declined transaction (and we are not already in contact with you), please let us know so we can investigate.

The following guide details the best way to get in touch:

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