Finding and understanding rejected transactions in Moss
Finding rejected transactions: Navigate to the 'Card Transactions' tab and filter by card status in Moss to view declined transactions.
Understanding rejection reasons: Click on a specific transaction to see the reason for its rejection. Some rejections are accompanied by a detailed banner offering further insights and corrective actions. See an example in the screenshot below.
In case you need further help understanding the reason provided don’t hesitate to reach out to our support team.
Troubleshooting transactions not listed in Moss
If the transaction does not appear in Moss you can try the following steps to resolve the issue.
For Online Transactions
Retry with a different Moss card: If entering card details on a merchant's site fails, consider using a different Moss Card.
Use PayPal: Add your Moss Card to your PayPal account. Then, opt to pay via PayPal at the merchant's checkout.
For offline transactions with a physical card
Insert card: Some terminals do have issues reading out contactless cards and therefore inserting the card may help resolve the Problem. Please note you’ll need your PIN at hand, you can reveal it in the Mobile App.
Use digital wallets: If a card terminal rejects the transaction, try adding the Moss Card to a digital wallet like Apple Pay or Google Wallet.
Outreach to support
If the above steps fail to resolve the issue, there may be a technical problem on the merchant's or Moss's end.
In such cases, please contact Moss via the chat or via support@getmoss.com with the following information:
Name of the merchant
For online transactions: Merchant's URL
For offline transactions: Merchant's address
Last 4 digits of the card used
Date and time of the transaction
Transaction amount
This information will enable us to investigate the issue swiftly.