This article helps you identify why your Weel card (physical, virtual, Apple Pay, or Google Pay) was declined and what to do next so you can complete your purchase. If you’re new to Weel cards, start with Understanding Card Types in Weel - Primary vs Secondary.
Before you start (optional)
You can troubleshoot and retry payments as a cardholder.
To change controls like spend limits, merchant category permissions, or approval requirements, you’ll need help from an Account Admin or your admin.
Steps
Confirm where the decline happened (in-store, online, or mobile wallet).
Check you have enough funds available on your budget.
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In the Weel mobile app, check your available budget limit.
If funds are low, ask your admin to top up the wallet or budget.
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Check whether you’ve hit a spend limit or policy requirement.
You may have reached a daily, per-transaction, or category limit set by your admin.
If your policy requires pre-approval and it’s not completed yet, the payment can decline until approval is done.
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If paying in-store with Apple Pay or Google Pay, make sure you’ve linked the right budget.
In the Weel mobile app, select a budget and tap Use budget in Apple Pay or Use budget in Google Pay.
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If paying online or by phone, confirm your card details and platform limits.
Follow How to pay online with your Weel card to copy the correct card number, expiry, and CVC from the app.
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Check these limits:
The transaction amount is less than $25,000.
You have made fewer than 25 transactions in the last 24 hours.
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If the POS shows a specific error message, follow the matching fix.
“Account Balance Error” or “Invalid amount”, check your budget has enough funds. If it does, contact your admin as there may be a policy block.
“Invalid Merchant” or “Merchant Block”, contact Weel Support.
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Check that your card isn’t frozen, inactive, or expired.
If you suspect it’s frozen, ask your admin to review your card status in the web app or unfreeze it if appropriate.
Screenshot or GIF suggestion: Card settings showing freeze or unfreeze.
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If you were prompted for a PIN (physical card), reset it if needed.
Note that too many incorrect PIN attempts may temporarily block in-store payments.
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If everything checks out, try again or try another terminal or merchant.
Sometimes the merchant or processor has issues or doesn’t accept prepaid business cards.
What happens next
Once the underlying issue is resolved, such as funds being available, the correct budget being linked, policy or limits updated, and the card being active and unfrozen, your next tap or checkout should go through as normal.
If declines continue after completing the checks above, especially if you see “Invalid Merchant” or “Merchant Block”, contact Weel Support or your admin with the time, merchant name, and the message shown on the terminal or checkout screen.