Overview
Sometimes a transaction may fail due to issues with your card, bank connection, or network. At this time, Kashu does not provide in-app reporting for failed transactions. Instead, you’ll need to follow the troubleshooting steps below and then contact our Support team to resolve the issue.
Common reasons transactions fail:
Incorrect bank or card details entered.
Insufficient available credit or daily limit exceeded.
Temporary card issuer restrictions (fraud alerts, unusual spending patterns).
Network or system outage with your bank or card network.
Step-by-Step: Troubleshooting a Failed Transaction
Check your transaction history
Open your Kashu Wallet and review your recent activity to confirm whether the transaction shows as "failed" or "pending."
Confirm your payment method details
Verify that the bank account and credit card linked to your Kashu account are up-to-date and active.
Ensure that your name and details match what your bank or issuer has on file.
Review available balances
Confirm that you have enough available credit or funds to complete the transaction.
Note: Some issuers may treat Kashu transactions as “cash-like,” which can limit approval.
Check with your card issuer or bank
If you received a decline message, contact your issuer to ensure your account is not restricted due to fraud alerts, spending spikes, or compliance reviews.
Try again later
Some failures may be due to temporary system or network issues. Waiting and retrying can often resolve the problem.
Next Step: Contact Support
If your transaction continues to fail after troubleshooting, please reach out to our Support team:
Email: [email protected]
Include:
Your registered email address
Transaction amount and date
Any error messages received
Our team will review your case, work with our banking partners if needed, and guide you through resolution.
Policies & Restrictions
✅ Allowed
Reporting failed or declined transactions through Support.
Contacting your bank or issuer to confirm if account restrictions apply.
❌ Prohibited
Attempting to resubmit failed transactions repeatedly without reviewing the issue.
Using someone else’s payment method to bypass a failure.
Security & Compliance
User Responsibilities
Only use your own verified credit cards and bank accounts.
Never share your Kashu login, PIN, or one-time verification codes with others.
Kashu Practices
All failed or declined transactions are logged and monitored.
Kashu works with card networks and banking partners to detect fraud and ensure regulatory compliance.
Compliance Statement
All support interactions are handled in line with Kashu’s Terms of Service, User Agreement, and Privacy Policy.
To protect your account and ensure regulatory compliance, Kashu may request additional verification, escalate cases to your issuer, or place temporary restrictions where required by law or security standards.
Need Help Now?
Email us at [email protected] with your registered details so we can assist you.