Why is my purchase being declined?

If your physical or virtual KH Card purchase is being declined, below are some common reasons and how to resolve them.

1. Incorrect PIN

• Double-check that you’ve entered the correct PIN. If not, reset your PIN through the app and retry the transaction.

2. Insufficient Funds

• Ensure your account balance has enough money to cover the full amount of your purchase.

3. Authorization Hold

• Check your account balance and ensure it has enough funds to cover the total amount of your transaction plus an additional 20% in case there is an additional amount added to the authorization hold (to cover tips, hotel incidentals, etc.).

4. Outdated Payment Info

• If your card details with the merchant are outdated, update the information with your current card info as shown in the Branch app.

5. Unsupported Merchants

• Certain merchants don’t accept KH cards, such as car rental agencies, casinos, pawn shops, adult-themed stores, and international merchants.

6. Merchant System Issues

• If the merchant’s chip reader is faulty, this can cause a decline. After confirming the transaction was legitimate via text, retry the purchase.

7. Usage Limits

• Check if you've hit any transaction or usage limits for your card, as outlined in KH Card’s Cardholder agreement.

8. Card is Locked

• Make sure your card is unlocked in the app before making a purchase.

9. Card Suspended, Terminated, or Not Active

• If your card is suspended, terminated, or inactive, you will not be able to make purchases.

10. CVV or Address Incorrect

• Ensure that the CVV (the security code on the back of your card) and the billing address you’ve entered match the ones on file with your account.

11. Contactless Payment Not Set Up

• If you're using contactless payment and it hasn't been properly set up, your transaction may be declined. Verify your settings and try again.

Branch is not a bank. Banking services are provided by Lead Bank, Member FDIC and Evolve Bank & Trust, Member FDIC, which are Branch’s bank partners. The name of the bank partner for your account is listed on the back of your debit card and can also be found in the Branch App under “Your Account Information”. FDIC insurance only applies to eligible accounts should the bank holding your funds fail. Branch Mastercard Debit Cards are issued by Evolve Bank & Trust or Lead Bank, Member FDIC, as applicable, pursuant to a license from Mastercard and may be used everywhere Mastercard debit cards are accepted.