Card transactions in Moss progress through various statuses, each offering valuable insights into their current stage. These statuses help you track payments and address any issues promptly.
Below is an overview of each status and what it means for your transactions.
Declined transactions
Possible reasons for reclines:
Financial declines: Insufficient Moss balance or card limits exceeded.
Card lifecycle declines: The Moss card is not in an active state.
Fraud protection: Transactions flagged as potential fraud to protect customers and Moss.
Compliance reasons: Transactions not allowed due to restrictions (e.g., ATM withdrawals, charities, soft declines).
Technical declines: Unexpected issues during the transaction process.
Steps to resolve declined transactions:
Try a different Moss card.
Use Apple/Google Pay instead of a physical card (or vice versa).
Attempt the transaction again later.
Reduce the transaction amount.
Use PayPal as a backup payment method.
If a card transaction was declined for unexpected reasons, you can try the following steps:
Try a different Moss card
Try paying with Apple / Google Pay instead of physical card (or vice versa)
Try again later
Try a lower amount
Try PayPal as a backup payment method
Q: Why do i keep seeing declined transactions on expired cards?
For full transparency, Moss ensures that all attempted charges are visible to you, whether they were made on active or inactive cards. This way, you can easily monitor any payment activity, even if the card is no longer in use. By showing these charges, Moss helps you stay informed about any transactions that were initiated, giving you a clear overview of your card’s activity, regardless of its current status.
Reversed transactions
A card payment reversal occurs when a transaction is cancelled after authorisation but before it is fully settled.
This can happen for various reasons, such as
a customer disputing the charge
a processing error
if the merchant cancels or modifies the transaction
In the last case, while Moss authorised the payment, it appears the merchant cancelled it shortly after. This may occur if they are unable to fulfil the service, if the charge was made in error, or as part of their fraud prevention measures. As reversals are initiated by the merchant, we recommend contacting their customer support for further clarification on why this might have happened.
Pending transactions
A pending card transaction is an authorised payment that has not yet been finalised on a card account. When a transaction is pending, we display a small banner stating:
"My Transaction is on 'PENDING'. When will my transaction switch to 'ACCEPTED'?"
Transactions typically take one business day to be captured and settled, transitioning to the "ACCEPTED" status. This process is initiated by the merchant and their bank, and Moss does not control its timing.
"The transaction declined at the terminal, but it shows as 'PENDING'?"
Transactions usually reverse within a few days, and the amount blocked by the authorisation will be released within 30 days. Moss cannot manually unblock the amount; the merchant should be contacted for assistance.
As transactions are managed by the Mastercard network, Moss cannot accelerate the process. However, in most cases, the transaction will move to "ACCEPTED" or "REVERSED" within 15 days of authorisation. If the merchant does not capture the payment within this time, the funds will be automatically released back to you. Please note that for deposits, such as those in hotel or car rental categories, the process may take up to 30 days.
Q: Why does a pending transaction appear in my statement?
A transaction may occasionally be captured in multiple steps. If this occurs across different statement periods, we split the transaction to accurately reflect the actual flow of funds.
Example:
25 Nov: A transaction for 100 EUR is authorised.
27 Nov: 50 EUR is captured, but the transaction remains "PENDING."
30 Nov: Your statement reflects the 50 EUR captured on 27 Nov.
2 Dec: The remaining 50 EUR is captured, and the transaction status updates to "ACCEPTED."
In such cases, the transaction remains "PENDING" until all funds have been processed.
Accepted transactions
An authorised and settled transaction is the final status, indicating that the transaction has been completed and can no longer be reversed. The initially blocked amount has been deducted from your balance.
Please note: The final amount may differ from what was initially displayed while the transaction was still "PENDING".
In rare cases, a transaction may increase your balance, such as when a refund is issued instead of a purchase being completed.