Why was my card declined?
A card can be declined for everyday reasons: a detail entered incorrectly, an expired card, not enough available funds or credit, or your bank stopping the charge. Prepaid and gift cards also aren't accepted on installment plans.
Start by checking your card details, then contact your bank, or add a different debit or credit card with Update Card. If a payment on your plan was declined, your trip isn't cancelled on the spot, and you can catch up as soon as it's sorted.
What should I check first?
Go through these in order:
- Your card details. The card number, expiration date, CVC and ZIP code must match the card exactly.
- The expiration date. An expired card can't be charged. If your bank sent a replacement card, add it with Update Card, even if the number is the same.
- Your available funds. Your account or credit line needs enough available to cover the payment.
- Your bank. Banks sometimes decline a charge they don't expect, or ask you to approve it in their app or by text. Call the number on the back of your card, ask them to allow the payment, then try again.
- The card type. Prepaid, gift and stored-value cards aren't accepted on installment plans, and the decline doesn't always say so. Use a regular debit or credit card instead; trying the same prepaid card again won't help.
What if a payment on my plan was declined?
We know a declined payment can be worrying. Here's what happens, and how to get back on track:
- Your trip shows a past-due banner. A missed payment doesn't cancel your trip on the spot. The missed amount stays past due until it's paid, and it may be retried on your card.
- You sort out the card. Contact your bank, or add a different card with Update Card, in the Payment Schedule section of your trip.
- You pay what's past due. Tap Make a Payment and pay the past-due amount. You don't have to pay it all at once: the Past due tab takes any amount from $5 toward your oldest missed payment.
- Your plan carries on. Once nothing is past due, your payments continue on their normal schedule.
What if my new card won't save?
A failed card update changes nothing on your plan: the card already on file keeps being charged on schedule. Double-check the details, or try a different debit or credit card. If it's a prepaid card, it won't save, even if the message doesn't say why.
What if checkout won't go through?
If you're booking a new trip and checkout won't go through, check your card details first. Before you try again, open Trips to see whether the booking went through, so you don't book twice.
If it still won't work, contact us so our team can take a look.
How do I reach you?
Chat with the Defera Concierge, our AI concierge, any time. You can also call +1 (415) 319-8553 to reach the same AI concierge by voice, 24/7, or email support@defera.app. Our email response time is 2–5 hours.