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Why has a transaction declined when I have enough funds on the card to complete the purchase?

There are three common reasons for a transaction to be declined:

  1. Incorrect PIN was entered
  2. You have selected ‘Savings’ or ‘Cheque’. You should always select ‘Credit’ when using your Qantas Pay card
  3. You have used your card for a pre-authorisation where the full charge is held by the merchant (for example a hotel security deposit) and may take up to 30 days to release the funds. For this reason pre-authorisation transactions are not recommended and alternative payment methods suggested.

If the issue continues you can contact us on 1300 992 700 within Australia or + 61 1300 825 302 if overseas (call charges may apply).

Other reasons may include:

  • Your card has an insufficient balance
  • Your card has expired. We recommend checking your card’s validity at least 1 month prior to your travel date
  • You have loaded your card using Bank Transfer or BPAY and the funds have not cleared, it can take 2-3 business days
  • Your account has been suspended due to suspicious or fraudulent activity
  • You are trying to use your card in a sanctioned country or region, which may be amended from time to time as reasonably required. For more info,go to ‘Are there any countries where the Qantas Pay Card won’t work?’.
  • It is not possible to use your Qantas Pay card in countries and geographical regions currently affected by sanctions. These include: Iran, North Korea, Sudan, Syria and the Crimea, Donetsk and Luhansk regions.
  • Additionally, all Mastercard cards will not work at Russian merchants or ATMs.
  • For some purchases a minimum balance on your facility is required to pre-authorise the transaction. These include:
  • Purchases at an automated fuel pump – minimum balance of AU$80 (or foreign currency equivalent) required.
  • Telephone calls – minimum balance of AU$11 (or foreign currency equivalent) required.
  • Utilities bills – minimum balance of AU$15 (or foreign currency equivalent) required.
  • If you spend less than these minimum pre-authorisation amounts, you will not be charged for the excess; however, any unused portion of the minimum amount may be temporarily unavailable.
  • A transaction may be declined if you’re shopping online and use a different billing address to the address registered with Qantas Pay. To verify your address go to the Qantas Pay app, select ‘Manage’, and select ‘Your details“

- To update your address contact us on 1300 992 700 within Australia or + 61 1300 825 302 if overseas (call charges may apply)

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