When a purchase with the Visa® Prepaid Card doesn't go through, it's called a declined transaction. On the online dashboard and in the True Link mobile app, declined transactions are labeled "Blocked." It can be frustrating when the Card is declined at checkout, but the reason is usually easy to find and fix.
In this article, you'll learn the most common reasons a transaction is declined, the ways to look up the reason for a specific decline, and what to do next.
Throughout this article, "cardholder" means the person whose name is printed on the Card. Depending on how the Card was ordered, that may be the Beneficiary or Account Owner, or the Authorized Individual or Authorized Legal Representative who manages the account on their behalf.
Common reasons a transaction is declined
- Not enough money on the Card. The Card balance didn't cover the amount the merchant asked for. More money needs to be added through a withdrawal from the Vestwell platform.
- Spending Settings. The purchase was blocked by one of the Card's Spending Settings, such as a blocked merchant, a blocked spending category, or a spending limit.
- Incorrect PIN. The PIN entered at checkout didn't match the PIN set for the Card.
- Card information didn't match. Some purchases, like online orders or payments at the gas pump, ask for extra details such as the 3-digit security code (CVV) on the back of the Card or the cardholder's billing address. If what's entered doesn't match what's on file, the purchase is declined.
- The Card isn't open and active. A Card that hasn't been activated yet, or that is temporarily deactivated, reported lost or stolen, or closed, can't be used.
- Cash withdrawal on a Card that doesn't allow cash. Only CalABLE and PA ABLE Cards can be used to withdraw cash. Cash withdrawals attempted with Cards for other ABLE plans or 529 Savings Plans are declined.
For more detail on each of these, see Blocked Transactions.
How to look up the reason for a declined transaction
You can review the reason for a recent declined transaction in any of these ways.
Option 1 – True Link mobile app
- Sign in to the True Link mobile app. If you haven't installed it yet, see Download our mobile app. For sign-in steps, see ABLE Visa® Card - How to log in via the mobile app.
- Look through the list of recent transactions. Declined transactions show the word "Blocked."
- Tap a blocked transaction to see why it was declined.
Option 2 – Online dashboard
- Go to the sign-in page for your plan. You can find it in ABLE Visa® Card - How to Log In Online.
- Sign in. If you're a Beneficiary whose Card is managed by an Authorized Legal Representative (ALR) or Authorized Individual, sign in with the last 4 digits of the card number, the last 4 digits of your Social Security number, and your full date of birth. Everyone else signs in with their email address and password.
- Find the transaction in the list of recent transactions. Declined transactions show the word "Blocked."
If you're the ALR or Authorized Individual and manage more than one Card, select the cardholder first. On the Transactions tab, you can click the Blocked button to see only declined transactions, and then click Show transaction details to see why a transaction was declined.
Option 3 – Automated phone system
Call the automated phone system for your plan:
- STABLE Account: 1-888-364-8430
- All other ABLE accounts: 1-888-219-9054
- 529 Savings Plan accounts: 1-888-442-8480
Then follow these steps:
- Press 7 to hear the reasons for recently declined transactions.
- Enter the last 4 digits of the card number.
- Enter the 4 digits of the year the cardholder was born.
- Enter the last 4 digits of the cardholder's Social Security number.
- Once your information is confirmed, the reasons for recently declined transactions will be read to you.
Option 4 – Customer Support
Our Customer Support team can look up recently declined transactions for you. The phone number and email address for your plan are listed in that article.
What to do next
- If there wasn't enough money on the Card: Start a withdrawal to the Card from the Vestwell platform. Withdrawals are processed by Vestwell, and timing can vary. See Transferring Funds to the Card for the steps.
- If Spending Settings blocked the purchase: A user with full access can review and update the Card's Spending Settings. See Spending Settings Overview. If you're the cardholder and someone else manages your Card, reach out to them.
- If the PIN was incorrect: The PIN can be set or changed by phone. See Set or change a PIN. Many purchases can also be completed without a PIN; see How to Handle a Merchant PIN Request.
- If the Card isn't activated yet: See Activate your Card.
Please be aware
- Get notified when a transaction is declined. The ALR or Authorized Individual can choose to receive a text or email whenever a transaction is blocked. See Customize Alerts.
- A decline the cardholder didn't attempt is worth a call. If you see a declined transaction the cardholder doesn't recognize, contact our Customer Support team right away so we can help protect the Card. If you see a completed transaction you don't recognize or believe is incorrect, we can help you review it and file a dispute; see Disputing Fraudulent Transactions or Merchant Errors.
If you have any questions about a declined transaction, please don't hesitate to contact our Customer Support team.