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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: 

  • Incorrect PIN was entered
  • You have selected ‘Savings’ or ‘Cheque’. You should always select ‘Credit’ when using your Qantas Pay card
  • 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 (from within Australia) or +61 1300 825 302 (if overseas).

Other reasons may include:

  • 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 Money website and select “View contact details” or via the Qantas Money App via “More” and select “Contact Details”. 

- To update your address contact us on 1300 992 700.

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