Every declined payment shows the reason in your transaction history:
Open Transactions: https://ether.fi-bh01-evm.com/app/cash/transaction-history
Tap the declined payment. The reason appears under Decline reason.
If you see an arrow next to the reason, tap it to see how to fix it.
Most common decline reasons
Not enough balance
Not enough balance
Your account didn’t have enough available to cover the payment. Top up your account, or, if you hold collateral, switch your card to Borrow Mode to spend against it. See Borrow Mode vs Direct Pay Mode.
Card frozen
Card frozen
Payments on a frozen card are declined. Unfreeze it in the app if you want to use it again. See How do I freeze or block my card?.
Card deleted or replaced
Card deleted or replaced
If you deleted or replaced a card, payments on it are declined. This often affects subscriptions. Update your card details with the merchant.
Security checks or merchant restrictions
Security checks or merchant restrictions
Some payments are declined by our security checks, and some merchants or categories are restricted. If the app asks “Was this you?”, confirm the payment and try again. See Transaction limits for different Merchant Category Codes (MCCs).
Other questions
What if swiping my card at the terminal doesn’t work?
What if swiping my card at the terminal doesn’t work?
Some terminals may not accept a swiped card. Try tapping your card, inserting it with your PIN, or paying with Apple Pay or Google Pay instead.
My payment was declined but doesn’t appear in my transactions
My payment was declined but doesn’t appear in my transactions
Sometimes a payment is declined before it reaches us, so it doesn’t show in your transaction history. This can happen when the merchant’s terminal or payment provider rejects the card.
Report it here: https://ether.fi-bh01-evm.com/app/cash/support and select Report a Decline. Add the card you used (last 4 digits), the store or website, the amount and the date, plus a screenshot if you have one.
etfi.fi-bh01-evm.com now works directly on reported merchant cases. Every report helps us find and fix payment issues with merchants, so the same decline is less likely to happen to you or other members.
Still need help?
Contact Support using the chat icon in the bottom-right corner, with the date, amount and merchant of the payment.