A debit card transaction can be declined for a few common reasons. Most of the time, you can fix it quickly by checking your card status, available balance, and transaction details in the Lili app or web app.

Common reasons a transaction may be declined

• Your card is frozen or has been replaced, so new transactions will not go through.
• You do not have enough available funds to cover the purchase. Keep in mind that pending card holds can reduce your available balance until the merchant finalizes the charge.
• You entered the wrong PIN, expiration date, or other card details.
• The merchant placed a larger temporary preauthorization hold than the final purchase amount, which can happen at places like gas stations, hotels, or rental services.
• The merchant’s payment terminal had a technical issue, or the merchant did not complete the authorization correctly.

What to check first

1. Open Lili and review your recent transactions and card activity.
2. Confirm that your card is active and not frozen.
3. Check that your available balance is enough to cover the purchase, including any temporary holds.
4. Retry the transaction and confirm that the PIN, expiration date, and card details are correct.

If you still cannot complete the purchase

• Try another payment method and contact the merchant to confirm whether they placed a temporary hold or had a terminal issue.
• If you do not recognize the transaction, freeze your card right away and review our fraud/dispute steps.
• If your card is lost or stolen, cancel it and order a new one in the app or web app.

Related help

• Freeze or unfreeze your card: “How do I freeze my card?”
• Activate your physical card: “How do I activate my physical debit card?”
• Review card activity: “How do I see my card activity?”
• Report an unrecognized transaction: “What should I do if I don’t recognize a transaction?”
• File a dispute: “How do I dispute a transaction?”
• Contact support: “How do I contact the Lili team?”

Lili is a financial technology company, not a bank. Banking services are provided by Sunrise Banks, N.A., Member FDIC. The Lili Visa® Debit Card is issued by Sunrise Banks, N.A., Member FDIC, pursuant to a license from Visa U.S.A., Inc. The Card may be used everywhere Visa debit cards are accepted. 

Wire Transfer services are provided by Column Bank N.A., Member FDIC. All wires are subject to acceptance criteria and risk-based review and may be rejected at the sole discretion of Column Bank N. A. or Lili App Inc.