When you review the transactions on a Visa® Prepaid Card, you may see some that didn't go through and are labeled "Blocked." A transaction can be blocked because of the Card's Spending Settings or for another reason, such as not having enough money on the Card.
In this article, you'll learn how to find blocked transactions, why they happen, and how to get an alert when one occurs.
If you're the cardholder and want a quick way to look up why a purchase was declined, see Review Reasons for Declined Transactions.
Find and review blocked transactions
There are three ways to find blocked transactions and see why they were blocked.
Option 1 – True Link mobile app
- Sign in to the True Link mobile app. For sign-in steps, see ABLE Visa® Card - How to log in via the mobile app.
- If you manage more than one Card, select the cardholder.
- In the list of recent transactions, look for transactions labeled "Blocked."
- Tap a blocked transaction to see the explanation for the block.
Option 2 – Online dashboard
If you manage one Visa Prepaid Card, you'll land on the cardholder's Transactions tab as soon as you sign in. If you manage more than one Card, select the cardholder first.
- On the Transactions tab, click the Blocked button on the top left-hand side of the screen. You'll see a list of all blocked transactions.
- Click the green Show transaction details button next to a transaction to see its details, including an explanation of why it was blocked.
Option 3 – Automated phone system
You or the cardholder can call the automated phone system for your plan at any time to hear the reasons for recently declined transactions:
- STABLE Account: 1-888-364-8430
- All other ABLE accounts: 1-888-219-9054
- 529 Savings Plan accounts: 1-888-442-8480
- 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.
Why transactions are blocked
Transactions can be blocked for several reasons:
- Spending Settings: A transaction is blocked if it falls under a setting that's turned on in the Card's Spending Settings. For example, you can block purchases at a specific merchant, purchases at merchants on True Link's ScamWatch list, purchases in certain spending categories, or purchases over a certain dollar amount. See Spending Settings Overview and Spending Settings - ScamWatch, Powered by Retina™ for details.
- Not enough money on the Card: If the Card balance doesn't cover the amount the merchant asked for, the transaction is declined. To add money, start a withdrawal to the Card from the Vestwell platform; see Transferring Funds to the Card. Withdrawals are processed by Vestwell, and timing can vary.
- Incorrect PIN: If an incorrect PIN is entered, the transaction is declined. If a cardholder can't remember their PIN, they may still be able to complete the purchase without one. See How to Handle a Merchant PIN Request.
- Card information didn't match: Some purchases (e.g., at gas stations or online) ask for extra information, such as the 3-digit security code (CVV) on the back of the Card or the cardholder's billing address. If the information entered doesn't match what's on file, the purchase is declined. The billing address for the Card is the cardholder's home address on file.
- Card closed, inactive, not yet activated, or reported lost or stolen: The Card must be open and active for a purchase to go through.
- 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.
Get alerts for blocked transactions
You can receive a text message or email whenever a transaction is blocked. These alerts let you know right away, so you can take action if needed. For example, if you see the Card was declined because there wasn't enough money on it, you can start a withdrawal from the Vestwell platform.
You'll need full access. Only users with full access can change alerts. If you have read-only access, please ask a user with full access on your account to complete these steps.
Option 1 – Online dashboard
- Go to the Alerts tab for the cardholder.
- In the Blocked transaction alerts section, choose which types of blocked transactions you'd like to be alerted about.
- Choose your alert preferences: text message, email, or both.
Standard text message rates, fees, and charges may apply. For more on alerts, see Customize Alerts.
Option 2 – Customer Support
Our Customer Support team can set up blocked transaction alerts for you.
Please be aware
- A blocked transaction doesn't take money from the Card. Because the purchase didn't go through, the Card balance isn't reduced.
- Spending Settings changes apply to future purchases. If you allow a merchant or category that was blocked, the cardholder can try the purchase again. Settings save automatically and take effect immediately.
- A block the cardholder didn't attempt is worth a call. If you see a blocked 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 blocked transactions, please don't hesitate to contact our Customer Support team.