In case of a declined payment or withdrawal, here are the steps to identify the cause:
Basic checks
- Active card: Ensure that your card is activated.
- Expiration date: Check that your card has not expired. The expiration date is shown on the front of your card (e.g., 09/24 means the card expires at the end of September 2024).
- Payment or withdrawal limits: Make sure you have not reached your card's limits. You can view your limits in real time via your online account under the My Limits tab.
- Sufficient balance: Sogexia accounts do not allow overdrafts. Your available balance must be equal to or greater than the transaction amount for it to be accepted.
Additional checks
- Online payment: To complete an online payment, you need to log into your mysogexia online account or Sogexia app and approve the transaction. Without this 3DSecure validation, your payment will not go through.
- Type of terminal: Certain automated terminals (such as petrol stations) may apply an authorisation higher than the final amount (€90 to €130). If your balance is insufficient for this authorisation, the payment may be declined. To avoid this, opt for payments at the counter when possible.
- PIN code: If the payment is declined before entering your PIN code, it may be that your card has been blocked after three incorrect PIN attempts. To unblock your card, follow the steps outlined here: My card has been blocked after 3 incorrect PIN entries.
If the issue persists
If all checks are in order and your transaction is still declined, we recommend contacting the merchant directly to understand the reason. In most cases, Sogexia does not have detailed information regarding a payment refusal by the merchant.