If your Branch debit card or virtual debit card purchase is being declined, here 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 Outdated Payment Info
- If your card details with the merchant are outdated, update the information with your current card info as shown in the Branch app.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 Branch 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 Branch’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. Contact Branch support for assistance.
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 Branch.
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.
Still need help?
Call Branch Support: 866-547-2413
Phone Support Hours:
- Days: Monday to Friday
- Hours: 8:00 AM - 5:00 PM CST
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Branch is not a bank. Banking services are provided by Evolve Bank & Trust, Member FDIC. FDIC insurance only applies to eligible accounts should the bank holding your funds fail. The Branch Mastercard Debit Card is issued by Evolve Bank & Trust pursuant to a license from Mastercard and may be used everywhere Mastercard debit cards are accepted.