Why has my Rooster Card been declined?
Here are some of the most common reasons that the Rooster Card will be declined.
Remember! We send through push notifications to both the parent and child devices whenever a payment is declined, and these include the reason for the decline. Make sure you have these turned on by following the steps here >> How to turn Push notifications on/off
A quick overview of the decline reasons can be seen in the table below - scroll down to view a more detailed explanation for each of the decline reasons.
|Spend pot balance||If your child wishes to spend money held in pots other than the Spend pot, they will need to transfer the money to their Spend pot first.|
|First payment in-store||The first payment that you make in-store must be via chip and PIN.|
|Card Settings||If your child tries to spend outside of what you have allowed, the payment will be declined. You can change the Card Settings in the app.|
|Online purchase|| Things to check:
1. Do you have Online Spending turned on in the Card Settings?
2. Have you requested a new CVV code?
|Contactless||SCA Regulations - If your child is regularly making payments using contactless, then every now and again the card will be declined and your child will need to use their chip and PIN.|
|Blocked Merchant Categories||The Rooster Card cannot make purchases from places classed as intended for people aged 18+.|
Spend Pot Balance
Only the money held in the Spend pot is linked to the Rooster Card, so if your child tries to spend more than the amount in there it will be declined.
If your child wishes to spend money that is held in other pots (such as Save and Goals), then they will need to transfer this money to their Spend pot to make the purchase.
Read how to do this here >> Removing money from Save back to Spend
If you don’t want them tapping into their savings, you can lock their Save pot so they can only add money to it, not move any out. See how to do this here >> How to lock your child's savings so they can't remove money
Contactless declined due to SCA regulations
The SCA regulations in the UK mean that every 1 in 5 contactless payment will be declined and you will need to use chip and PIN instead. This is to keep your card secure and applies to all payment cards, not just the Rooster Card.
Shops may not be able to tell you that this is the reason for the decline, so if contactless doesn’t work the best thing is to try chip and PIN.
Note: Travel (such as contactless payments for buses and trains) are exempt from SCA regulations. This means your child won't be declined due to SCA regulations when paying for travel.
If you find that contactless is still not working after making a chip and PIN transaction, pop us a message to firstname.lastname@example.org and we will be more than happy to help.
MCC (Merchant Category Code)
The categories we block are:
- Money transfers
If your card gets declined because of how a shop has categorised itself, and you don’t think it should have been blocked, please get in touch on email@example.com to let us know. We review these regularly to make sure we are getting it right!