Why did my child's card decline?

There are several reasons why a transaction has declined. You should receive a push and in-app notification (check the Notifications area available via the menu icon) which may provide some information why.

---

"(Child) has tried to make a purchase, the transaction has declined because the card is not activated or blocked."

• Activate the physical card before using it. 
• Check that the card has not been locked by going to the Spend tab in your child’s profile. Unlock the card to allow transactions.

_{Back to top}

 

---

"(Child) has tried to make a purchase, the transaction has declined because of account balance"

• Ensure that there is enough money on the Card account.  

Check the balance labelled ‘Card available’ in the Kit app to find out how much can be spent. Amounts saved in Stacks or linked CommBank Youthsaver accounts are not available to be spent on the card. 

If there are not enough funds available for the purchase, transfer money into the Card account. 

_{Back to top}

 

---

"(Child) has tried to make a purchase, the transaction has declined because it exceeds their spend limit."

• Check your child’s spend limit. 

The spend limit applies across a 24-hour period, and pending transactions from previous days contribute towards the daily spend limit. (How does the spend limit work?)

_{Back to top}

 

---

"(Child) has tried to make a purchase, the transaction has declined because the merchant is blocked." 

• The merchant may be automatically blocked because of their merchant category.  

Kit automatically blocks some merchant categories, such as those associated with alcohol, gambling, and tobacco. Find out more about Kit’s merchant blocks. 

 

• Check that you have not manually blocked the merchant previously. 

_{Back to top}

 

---

“(Child) has tried to make a purchase, the transaction has been declined” 

• The PIN or CVC was entered incorrectly too many times.   

The card may be blocked if your child entered the card PIN or CVC incorrectly three times. Note this may have happened long before the attempted transaction, e.g. if your child previously entered the CVC incorrectly 3 times for an online purchase, this would cause all future transactions to be blocked. 

Contact us to unblock your card.   

If your child has forgotten their PIN, reset it in the Kit app to avoid your card being blocked. Note that resetting the PIN after the card has been blocked for previous attempts will not unblock the card; please contact us to unblock.

 

• Your child inserted the card for a purchase or an ATM withdrawal, and pressed ‘Cheque/Savings' instead of ‘Credit’.  

Kit is a prepaid card, so pressing the ‘Credit’ option ensures that the transaction is sent correctly for processing. Pressing ‘Cheque/Savings’ will decline the transaction.

 

• Your child tried to withdraw more than $150 from an ATM. 

A limit of $150 applies to ATM withdrawals.

 

• Your child tried to withdraw from an overseas ATM. 

Note they can only withdraw cash from an ATM within Australia.

 

• Your child tried to withdraw cash from a merchant.   

Your child is not able to use the Kit card to withdraw cash from a merchant. 

 

• Check your child is using the most recent version of their card.  

If you have had a physical card re-issued, ensure that your child is using the correct card by matching the card number on the physical card to the active card number in-app.

 

• You may have attempted to add the Kit card to a digital wallet while the card was locked. Unlock the card if so. 

_{Back to top}

 

---

Reason not listed here? 

If the card is still declining, contact us and supply the following information: 

• Details of the attempted transaction (e.g. child name, where, when, amount).
• Details of the decline notification in the notifications section. 

 

---