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My card was declined. Why did this happen?
My card was declined. Why did this happen?
Updated over 3 months ago

There are a several reasons why your Adro card may have been declined. You can review the most common reasons below.

If you're still not sure why your card was declined, contact [email protected] so we can investigate further.

Good to know: If you have requested both a physical and virtual card, each card will need to be activated separately. Activating a physical card does not activate your virtual card at the same time (or vice versa).

If your debit card was declined:

Here are the most common reasons why your card didn't work.

  • Have you verified your US address? If you recently signed up with Adro, you'll need to complete this step as soon as possible.

  • Is your card activated? If you recently received a physical card, you'll need to login to activate the card before you can use it to make purchases.

  • Do you have funds available? Login and view your Checking account balance.

  • Is your card expired? If this is a virtual card, you'll need to login, navigate to your Checking account, and under virtual card click 'Details' to view the expiry date. If this is a physical card, you can find the expiry date on the back of your card.

  • Are you traveling? If you are making purchases that seem out of the ordinary, we may place a card freeze if we believe your card has been stolen or compromised.

  • Is your account closed? Once you have decided to close your Checking account, you will no longer be able to use your card.

  • Does the store accept Mastercard? Most businesses will accept Mastercard, but there may be a few that don't. If they do not accept Mastercard, your card will be declined when you try to make a purchase.

If your credit card was declined:

Here are the most common reasons why your card didn't work.

If you just signed up and ordered a credit card, you'll need to add money to your Credit account before you can spend.

  • Have you verified your US address? If you recently signed up with Adro, you'll need to complete this step as soon as possible.

  • Is your card activated? If you recently received a physical card, you'll need to login to activate the card before you can use it to make purchases.

  • Do you have funds available to spend? Login and view your Credit account balance. If needed, you can transfer money from your Checking or Savings account into your Credit account.

  • Is your card expired? If this is a virtual card, you'll need to login, navigate to your Credit account, and under virtual card click 'Details' to view the expiry date. If this is a physical card, you can find the expiry date on the back of your card.

  • Are you traveling? If you are making purchases that seem out of the ordinary, we may place a card freeze if we believe your card has been stolen or compromised.

  • Is your account closed? Once you have decided to close your Credit account, you will no longer be able to use your card.

  • Does the store accept Mastercard? Most businesses will accept Mastercard, but there may be a few that don't. If they do not accept Mastercard, your card will be declined when you try to make a purchase.

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