My card isn't working — what should I do?
- Common reasons your card may not be working are:
- Insufficient funds in your Taptap Wallet
You have hit your daily or monthly spend limit, which can be configured under the “Manage card” tab on your Card Details page in the app
Why was my payment declined?
- Payments can be declined for a variety of reasons. Common ones you may run into are:
- Invalid PIN
- Invalid CVV or expiry date
- Name or address mismatches
- Insufficient funds in your Taptap Wallet
- Daily or monthly limits have been reached
How long do refunds to my card take?
Refunds can take up to 3-5 business days to process. You should see the return in a “processing” state on your Card Activity page shortly after the merchant issues a refund. The money will be returned to your Taptap Wallet once the refund reaches the “Completed” state in the app.
Why is my transaction still processing?
- Merchants can take up to several days between authorizing a charge on your card and actually capturing the funds. This is perfectly normal.
- If your transaction still says processing after 5 business days, please check with the merchant. If they cannot resolve your issue, contact our Customer Support team.
I forgot my PIN, can I find it in the app?
You can check your PIN directly via the app by following these steps:
- From the bottom of the app:
- select “Card”
- then tab “Manage card”
- then “View PIN”
- Authenticate yourself and tap on “REVEAL PIN”
- Your PIN will remain displayed for 10 seconds.
- Always ensure there is no one around you who could see your PIN. Keep this secure!