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Why was my transaction declined?

Updated yesterday

Oh no! That can be frustrating. Don’t worry - whenever a transaction is declined, Alaan will notify you through the Alaan App, WhatsApp, and email. The message will include details of the transaction and why it was declined.

How can I check the reason why my transaction was declined?

Step 1: Open the Alaan Mobile App and go to the Expenses tab. At the top of the screen, click Failed to view only the declined transactions. Then, click on the expense you'd like to investigate further.

Step 2: Once you open the transaction details, you’ll see the reason for the decline right there on the same screen.


Common causes of declined transactions

Declined Reason

Cause

Next Steps

Card Not Active

Your card hasn’t been activated yet.

Activate your card through the Alaan app before using it.

Frozen Card Used

Your Card is currently frozen.

You can unfreeze it from the Alaan app. If not, your Admin may have frozen it — reach out to them for help.

Wrong PIN Entered

An incorrect PIN was entered to complete the transaction

Check your PIN in the Alaan app and try again. (Note: This is not your app passcode.)

Card Suspended

The maximum number of incorrect PIN attempts was reached.

Ask your Alaan Admin to unfreeze your card. Once done, reset the PIN in the app and retry the transaction.

Wrong CVV entered

The CVV you entered to complete the transaction was incorrect.

Double-check your card details in the Alaan app and retry.

Incorrect Expiry Date

The expiry date entered to make this transaction is incorrect.

Please check your Card Details on your Alaan App and retry the transaction.

Missing Fields

Some card details weren’t entered correctly to complete the transaction

Make sure all fields are filled out correctly and try again.

Transaction Timeout

The transaction failed because it took too long to process.

Retry the transaction with a stable internet connection.

Chip Fallback Not Allowed

The card’s chip couldn’t be read by the merchant’s POS machine.

Try again, and if it keeps failing, reach out to our support team.

Cancelled Card Used

The card has been cancelled and is no longer valid for future transactions.

To avoid transaction failures, please remove it from your mobile wallet, browser, and other online platforms where it's saved.

Card Expired

The card has passed its expiry date.

Request a new card from your Alaan Admin.

Insufficient Company Funds

There aren’t enough funds in the company’s Alaan account to complete the transaction. (Note: This is different from your Card Balance)

Please contact your Alaan Admin to add funds to the account.

Card Limit reached

This transactions amount exceeds the current available limit on your card.

Check your card limit and ask your Admin to increase it if needed.

Potential Fraud Attempt

The transaction was blocked due to suspicious activity by our banking partner.

Retry the transaction after some time. If it still fails, please contact our support team.

Blocked Merchant Country

Payments to this merchant country are currently blocked on your Card.

Ask your Alaan Admin to enable the country for card usage.

Blocked Category

Payments with this merchant category are blocked on your card.

Reach out to your Alaan Admin if you need to make a purchase in this category.

ATM Withdrawal Blocked

ATM withdrawals are not allowed on your card.

Contact your Alaan Admin if ATM access is required.

Expired Emirates ID

Your Emirates ID has expired, so your KYC is suspended.

Update your Emirates ID in the Profile section of the app to resume using your card.

Contact our Customer Team if you need further help with any transaction.



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