Troubleshooting Declined Virtual Card Transactions

When a transaction is declined and Order.co is made aware of the issue, an email will be sent to the primary and additional users on a Virtual Card. Here are some common issues and how to resolve them!

Card Closed

A vendor has attempted to transact on a closed virtual card. Use the Card ID number (Z#####) from the notification to find the closed Virtual Card. That will allow you to find the vendor attempting the transaction. Order.co suggests replacing the card on file with that vendor with a new Virtual Card. 

Please note that closed cards cannot be reopened by Order.co.

Card Paused

A vendor has attempted to transact on a paused virtual card. Use the Card ID number(Z#####) from the notification to find the paused Virtual Card. That will allow you to find the vendor attempting the transaction. 

Cards can be paused manually on the Edit Virtual Card page, or due to a credit hold. 

To Unpause a card, any credit holds must be lifted by paying any outstanding invoices, or working with your Customer Success Manager to increase your company's credit limit.

If you manually paused a card, email [e-mail] with the Card ID number and a request to unpause the card. At this time users cannot manually unpause a virtual card. 

Unauthorized Merchant

An unauthorized vendor has attempted to transact on the virtual card. All Virtual Card are vendor-locked and cannot be used to pay multiple vendors. The Card will become locked to the first vendor to charge the virtual card, not the vendor assigned when creating the card. To resolve, create a new Virtual Card for each vendor you plan on paying. 

Additionally, "marketplace" vendors such as Etsy or Expedia may have multiple vendors transact from the same card. In these cases, we suggest creating a new Virtual Card for each purchase through the marketplace.

User Transaction Limit

A transaction has been attempted that would have exceeded the spend limit for this Virtual Card. If the transaction was expected, use the Edit Virtual Card page to adjust the spend limit, or wait for the spend limit rollover date before attempting the transaction. Please check with your account administrator or check the Credit and Financing report in Insights to ensure your business has enough credit with Order.co to accommodate the increased spend limit.

Card Declines without an Alert

Sometimes a vendor reports that a card has declined, but you may not receive a report. Here are some common causes:

• Card details are incorrect - Incorrect card details make it impossible to match the card being used with our program, preventing any alerts.
• Currency is not USD - If a vendor attempts to charge a card in a foreign currency (non-USD) the transaction will decline.