Overview

If your Custodia card transaction is declined, you can review the reason directly in the Notifications section of your Custodia mobile app. Each decline message includes specific guidance to help you resolve the issue quickly.

Please keep in mind, transaction declines can always be resolved within the platform! 

Below are the most common reasons for a card decline and how to address them.

Common Reasons for Card Decline

1. No Available Activities

Issue: You do not have any active or assigned activities.

Resolution: Request a new activity from your admin or manager to enable spending on your Custodia card.

2. Charge Exceeds Available Budget

Issue: The transaction amount is greater than the available budget in your activity.

Resolution: Submit a request for additional budget on the associated activity.

3. Card Not Activated or Locked

Issue: Your card is either locked or has not been activated.

Resolution: Open the Custodia mobile app and check the card status. If needed, unlock or activate your card.

4. Address Verification Failed (AVS)

Issue: The billing address entered does not match the card’s registered address.

Resolution: Open the decline notification and select “IT’S ME” to bypass address verification and retry the transaction.

Please see: Why Did I Receive an Address Decline and How Do I Bypass It? 

5. Activity and Merchant Name Mismatch

Issue: The merchant of the transaction does not align with the merchant linked to your activity.

Resolution: Review your activity details and confirm the correct merchant is associated. You may need to create or request a new activity if the merchant differs.

6. Transaction Category Does Not Match

Issue: The transaction category is not allowed under your current activity type.

Resolution: Ensure you are using an activity type that supports this category of spending. You may need to request a new activity better suited to the transaction.

If you continue to experience issues or are unsure how to proceed, please reach out to your administrator or contact support@custodia.ai for further assistance.