There are several reasons to explain why a transaction or withdrawal might fail - The reason for rejection will also be stated in our app.
Insufficient Funds: If you encounter an insufficient funds message, please ensure that you haven't exceeded your monthly and maximum single transaction limits. You can verify this information in the Zevoy App. If you require an increase in these limits, get in touch with your Admin.
Incorrect PIN: Should you suspect an incorrect PIN, you can validate your card's PIN by navigating to the "My Card" section in the App and selecting "PIN". Please note that to view your PIN you must have biometric protection or a passcode on your device.
After 3 unsuccessful PIN code attempts, your PIN code will be locked. Please contact Zevoy support if this has happened to you.
Card Blocked or Frozen: If your card seems to be blocked or frozen, you can check its status by going to the "My Card" section within the App. Card can be de-frosted by clicking De-frost.
Physical Card Issues: Instances such as a damaged chip on your physical card could result in a payment being declined. To resolve this, please contact your Administrator to arrange for a replacement card.
Online Purchase Issues - Incorrect Card Information: In the event of online purchase declines, kindly double-check that you've accurately entered your card details, including the card numbers, expiration date, CVV, name, and billing address. You can find your card details in the "My Card" section of the App.
Online Purchase Authorization Failures: Authorization for an online purchase might be unsuccessful if your device lacks an active security layer like biometric authentication or a passcode. You can install this security layer in your device's settings.
Contactless Payment Failures - Exceeded Amount: If a contactless payment is declined due to the purchase amount surpassing the limit, you'll need to use your card's chip and enter your PIN. Occasionally, you might be prompted for your PIN even if the contactless payment limit hasn't been reached. Please follow the instructions on the payment terminal and in the Zevoy app.
Contactless Payment Activation: To enable contactless payments, complete an in-store purchase using your PIN code or use an ATM. This will activate contactless payment functionality on your Zevoy card.
Technical Difficulties at Merchant: If a merchant is encountering technical issues, it's advisable to postpone your purchase and attempt it later.
If your problem persists please contact support at [email protected].