If your Branch debit card / virtual debit card purchase is being declined there may be a few reasons why this is happening:
Your Branch debit card PIN was entered incorrectly
You can reset your PIN through the Wallet tab -> Tap the 3 dots on the top right corner of the card displayed to open the Card Controls menu, the select Reset PIN
You can also reset your PIN by calling the phone number on the back of your debit card
The payment information needs to be updated with the merchant
You may need to update your Branch debit card information that is on file with the merchant to match exactly to your current Branch debit card information with your account.
This can be a common reason if your account is being declined for an online or in app purchase that you have previously used your Branch debit card information with.
Check to make sure that your Branch card account information on file with the merchant (including the card security code on the back of your card) is up to date and matches exactly to your current card information displayed in the Branch Wallet main page, or the information from your physical Branch debit card.
The merchant you are using your card at is not supported
The following merchants are unsupported:
- International merchants (located outside of the United States)
- Adult stores
- Gambling related activities
The merchant does not support the Branch debit card as a payment method
Unfortunately, some merchants simply may not accept the Branch debit card, and this is not within our control.
We do our best to make sure our MasterCard acceptable at the vast majority of merchants, but sometimes there are additional controls for point of sale systems or card acceptance at certain businesses that are unable to support the Branch debit card.
The merchant or business should communicate with you that their payment system is unable to accept the card if this scenario applies to the declined purchase attempt with the Branch debit card.
Your balance is not sufficient to complete the purchase
If your balance is not high enough, your purchase will be declined. You can check your Balance, by going into Branch App, clicking on “Wallet” and you can see your balance right at the top.
(If you have pending transactions that should be removed pending transactions are automatically reversed by the bank after 9 days from the date of the transaction attempt. It may expedite the process to work directly with the merchant who made those pending charges. Otherwise, our bank's system will automatically reverse them after 9 days.)
Your debit card is turned off
If your card is temporarily turned off, any attempted transactions will decline. To check the status of your card, navigate to the main Wallet page in Branch app. Your debit card information should appear on the card icon at the center of the screen.
You can adjust your debit card security (lock or unlock for purchases) by clicking the 3 dots on the card that is displayed on your wallet tab. From there, click the toggle icon next to Lock Card. If it is blue and reads 'Locked', your card will decline when attempting purchases.
Make sure that your debit card has been unlocked before attempting another purchase with your card!
Please reach out to us via firstname.lastname@example.org if you have any additional questions or would like further clarification regarding transactions and debit card use!