Overview
Transactions can be declined or fail for several reasons, including card-issuer restrictions, insufficient available balance, fraud-prevention rules, or incorrect account details. Kashu submits your transaction securely to your issuing bank and payment network. The final approval or decline always comes from your bank or card issuer, not from Kashu.
Key Points
Declines are most often issuer-driven (e.g. fraud alerts or daily limits).
Kashu cannot override a bank decision.
You will receive an error or email if a transaction fails.
Step-by-Step: What to Do if Your Transaction is Declined
Check Error Message
Review the notification in the Kashu app or confirmation email for the decline reason (e.g., insufficient funds, issuer restrictions).
Verify Your Balance
Go to Wallet → Available Balance to confirm you have sufficient funds to cover the transaction.
Check Card or Bank Rules
Call your bank using the number on the back of your card to confirm whether Kashu is approved.
Correct Any Details
Verify recipient information (bank account, email, or Kashu username).
Ensure billing address and card details match your bank’s records.
Try Again
Once you’ve confirmed the issue with your issuer or corrected details, resubmit the transaction.
Contact Kashu Support (if needed)
If your bank confirms the transaction should go through but it continues to fail, email [email protected] with the transaction ID and error message.
Policies & Restrictions
✅ Allowed
Retrying a failed transaction after verifying with your bank.
Contacting Support with transaction ID for further review.
Disputing a transaction later if it processes incorrectly.
❌ Prohibited
Attempting repeated retries without contacting your bank.
Using false information to bypass issuer restrictions.
Sharing transaction screenshots with unauthorized parties.
Security & Compliance
User Responsibilities
Monitor your Wallet for accurate balances and pending holds.
Respond to any fraud alerts from your issuer.
Keep your profile and payment details current.
Kashu’s Practices
All failed transactions are logged and monitored for fraud patterns.
Kashu provides real-time error codes when a bank declines.
We comply with PCI DSS, AML/KYC, and card-network regulations.
Compliance Statement
All transactions are subject to issuer approval, card-network rules, and Kashu’s Terms of Service. Certain restrictions may apply depending on your bank or card type.
Need Help?
If you continue experiencing declines, contact [email protected] with your transaction ID, card issuer, and any error codes received. Our team will coordinate with your bank and advise on next steps.