My top-up failed and I don't know why
In our logs, identity and document checks cause about five times as many failures as genuine card declines. If your bank tells you nothing ever reached them, they're almost certainly right — the payment was stopped before it got that far.
- Read the exact message on your screen, word for word. Each message has a different cause and a different fix.
- Search that wording in the box at the top of this page — most of these messages have their own answer here.
- If it mentions documents or verification, it's an identity check, not a card problem. Your bank can't help with those, and calling them will cost you time.
- If it names your card specifically, then it is a card problem, and your bank can help.
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