Card problems

Last updated: September 18, 2026

IF YOU ONLY READ ONE THING

Most declines are a balance, a token or a merchant issue rather than a fault. If anything looks wrong, freeze your card first - it's instant and you can undo it.

My transaction was declined

Common causes, roughly in order:

  • Not enough balance in a spendable token — EURe, GBPe or USDCe. GNO and other tokens can't be spent on the card.

  • Your card is frozen, or locked briefly because you've just sent funds out of your Safe. Outgoing transactions trigger a 3-minute delay during which the card won't work.

  • The merchant type is restricted. Some categories can't be used with the card.

  • A spending limit you or the merchant hit.

  • 3D Secure wasn't completed on an online payment.

  • Your card has expired. You can order a replacement until 20 December 2026 - see below.

Also check, if it's after 20 December 2026:

  • Card spending stopped on 20 December 2026 as part of the Gnosis Pay wind-down

  • The app you joined has upgraded to the new platform, so your Gnosis Pay card has been replaced by their card

My PIN isn't working, or I've forgotten it

Viewing your PIN

Log in to the web app, go to Card, and on the Card Details and Settings page tap the eye icon next to the PIN field.

After 20 December 2026 this no longer applies - your Gnosis Pay card has stopped by then. Partner apps are launching with virtual cards first, and virtual cards don't use PINs.

Changing your PIN

You do this at an ATM, not in the app - it updates the PIN stored on your card's chip.

  1. Insert your card, preferably at a major bank's ATM

  2. Enter your current PIN

  3. Choose PIN Services or Change PIN

  4. Enter your new 4-digit PIN and confirm it

Your PIN can't be sequential (1234) or use repeated digits (1123).

Unblocking a blocked PIN

Too many wrong attempts will block your PIN. Go to a major bank's ATM, insert your card, and choose PIN Services → Unblock PIN. You'll need your correct PIN, so check it in the app first if you're unsure.

My PIN works in some places but not others

Your card holds two PINs: an online one on the payment network, used by ATMs and terminals with a decent connection, and an offline one on the card's chip, used where the connection is poor - trains, some fuel pumps. They can drift apart, and then the card is refused at offline terminals only.

To resync them, go to a major bank's ATM, choose PIN Services or Change PIN, and enter your current PIN as the new one. Then do a balance enquiry to confirm the change has gone through.

Freezing and unfreezing my card

Freezing blocks all payments instantly and you can undo it whenever you like, as often as you like. It's the right first move any time something feels wrong.

When to freeze

  • You've misplaced your card and think you'll find it

  • You've spotted a transaction you don't recognise and want to stop anything else happening

  • You're not using the card for a while

How to do it

In the web app: log in, go to Card Details, pick the card if you have more than one, and toggle Freeze Card. Unfreezing is the same toggle, and takes effect immediately.

If you signed up through a partner app, you can freeze and unfreeze in that app too.

Freeze if there's any chance you'll find it.

Reporting a card lost or stolen cancels it permanently. You can order a replacement up to 20 December 2026, but it takes time to arrive - and after that date no replacements are possible at all.

Only report it if you're confident it's gone for good. 📄 Report a lost or stolen card

A few things worth knowing

  • A frozen card declines every payment attempt until you unfreeze it

  • Freezing one card doesn't affect your others - each is managed separately, so a frozen main card won't stop a backup working

  • You can still see your card details and change settings while it's frozen

If you froze it because of a charge you don't recognise

Leave it frozen, check transaction history, make a decision and get in touch.

📄 Disputes and refunds

My card is damaged, expired, or I need a replacement

You can order a replacement card until 20 December 2026.

In the web app, go to the Cards tab and choose Add Card. You can order a physical replacement, or create a virtual card, which is available instantly.

Order early if you need a physical card.

Delivery takes time, and a card ordered in late November may not arrive before the programme ends on 20 December 2026. A virtual card is instant and works everywhere online.

After 20 December 2026 no new cards are issued. You'll still be able to withdraw your funds at any time, but you won't be able to spend until the app you joined issues you their card.

My card hasn't arrived

Physical cards are posted to the address on your account, and can take up to two weeks to arrive.

If it's been longer than that, get in touch - but check first that the address on your account is the one you expect.

Remember that a virtual card is available instantly in the Cards tab if you need to spend in the meantime.

An online payment won't go through

Online payments use 3D Secure, also called Visa Secure. When you pay, a verification screen appears and we text a one-time code to your registered phone number. Enter it and the payment goes through.

I didn't get the code

  • Check your signal, and use Resend code if the site offers it

  • Check the phone number on your account is current - this is the most common cause by far

I entered the code and it was still declined

  • The code may have expired - try again with a fresh one

  • Your card may be frozen. Check in the app and unfreeze it

  • Check you have enough balance in a spendable token

Keep your phone number up to date while you still can.

If we can't text you a code, online payments won't work - and you can only change your number in the web app or through your partner app. Worth checking now rather than finding out at a checkout.

Reach out to support on help@gnosispay.com and we can help update this