• My payment failed on a gift card/gift voucher site

  Unfortunately, our banking partners often refuse to accept payments from websites that specialize in gift cards for employees or customers when they detect the merchant's activity. The banks typically block these types of payments because they don't want their services used to buy money online, as per their contracts. We understand this may cause some inconvenience, but there are a few alternatives you can try: If available, you can use [PayPal](https://helpcenter.spendesk.com/en/articles/4Wenig Leser

• What's the pending €1/£1/$1 showing in my Payments tab?

  In some cases, an amount of about €1/£1/$1 may be shown in the Payments tab on your account, as a Pending Transaction. It's usually related to a merchant's attempt to check the validity and funds of your card. During the payment attempt, a temporary authorization is taken on your card for a nominal amount. Merchants use this to confirm that your payment account is active and has the funds available for purchaWenig Leser

• Your payment is displayed twice on Spendesk

  Your payment is displayed twice on Spendesk When making a payment, you might see multiple transactions listed under Pending transactions in the Payments tab. Ensure that you carefully review the payment source for each transaction to confirm whether they originate from different cards, as separate transactions from different cards are not duplicates. Here are some common reasons for this: In cases where transactions appear similar, it is helpful to determine whether they are entirelyWenig Leser

• Reasons for failed payments

  Whenever a transaction fails, it appears as "Declined" in the product, in your list of payments. You can usually find more details about the reason for the decline in the transaction details. You also receive an email and a mobile app notification warning you about that failure. Several factors could contribute to this situation. Here, we cover the most common reasons why your Spendesk card might have been declined and how you can resolve these issues. Card budget too low Physical CarWenig Leser

• Get a refund on a Spendesk card

  It is possible to receive a refund on Spendesk cards, including single-use cards. Refund options Suppliers can issue refunds to any card used for the original payment, even if it is: a single-use card an expired card a blocked card a cancelled card a temporarily paused/blocked card Display on the interface Refunds will be displayed under the "Payments" tab in your Spendesk account. Look for a "+" symbol next to the amount of your original purchase. Once the merchant pWenig Leser

• Download your payments and/or receipts

  You are able to download your own payments but you can't download your colleagues' payments unless you are a Team manager/Cost center owner, account owner, or controller. To download your own list of payments and receipts: Log in to your Spendesk account. Go to Payments. Tick the white box to select the payments you want to download. You can also use our filters. Click on the Download with receipts button (unless you don't needWenig Leser

• Attach your receipt to a card payment

  After making a payment, you need to upload a receipt to help the Finance team track your expenses. Please note that Spendesk does not generate receipts for you or the merchant. Supported file types & errors Accepted file formats include PDF, JPG, and PNG. The maximum allowed file size for a receipt is 10 MB. If necessary, you can use an online converter to compress the file. If you get an error when uploading a receipt, it might be because the same receipt was already submWenig Leser

• You suspect a fraudulent payment

  If you suspect a fraudulent card transaction on your Spendesk account, please follow these steps to secure your account and resolve the issue: Block or Pause Your Card: Physical cards: Go to the Cards tab and click Block card. Virtual cards: To the the detail panel of your virtual card and click Block card for multi use cards or Pause for subscription cards. Contact the Merchant: Reach out to the merchant involved and request the cancellation of the susWenig Leser

• Your payment was cancelled

  If you received an email notifying you that your transaction was cancelled, here are some possible explanations: Authorization Request Cancellation The transaction might have been cancelled because it was an authorization request by the supplier. This type of request is a one-time debit made by the merchant to verify the validity of your card. Once the request is cancelled, the funds will be released back to your account. The email you received serves to inform you that the funds are aWenig Leser

• Your card didn't work on a POS (Point of Sale)

  On the card side Damaged chip If the chip on your card is damaged, the payment is likely to be declined. Request a new card. If multiple payments are declined consecutively, contact us at support@spendesk.com. Incorrect usage Payments will be declined if the PIN is incorrect. You can check your PIN anytime in the app under My card > View PIN. Make sure the merchant inserts your card and requests the PIN, instead of trying to swipe the card, as this may damage the chip. CWenig Leser

• Merchant information

  How to Identify the Merchant Charging Your Card If you're unsure which merchant made a charge to your card, or if you're using a subscription card where multiple suppliers may bill the same card, you can easily identify the supplier via the Spendesk web interface. Step 1: Track the Merchant To identify which merchant charged your card, follow these steps: Go to the All Payments tab. Click on the relevant payment. In the right-hand panel, look under "Transaction DescWenig Leser

• Your payment was declined at tolls and parkings

  In some cases, you may encounter toll booths or parking facilities that don't have a reliable internet connection. As a result, you might find that your card won't be accepted for payment. Tip: Many parking lots offer the option to pay at an automatic terminal located outside the facility. These terminals are usually connected to the internet and should accept your card without issues. What to Keep in Mind: Similar issues can arise in other places such as stores, trains, or restaurWenig Leser

• Your payment failed for insufficient funds

  Single-use cards If your single-use virtual card does not have sufficient amount of funds for the payment to go through, you need to: Other causes of payment failures may include exceeding transaction limits or reaching monthly caps for specific card types. Go to "Requests" tab, Delete the previous request, Click to create a New Request, this time requesting a higher amount making sure there will be enough funds to cover the payment. If the payment is in another currency, addWenig Leser

• Delete a receipt added to a payment

  If you have added the wrong receipt to a payment, don't panic ✨ You just need to add the right receipt to be able to delete the previous one. Here's how to replace a receipt: Add a new receipt (=correct receipt) Go to the All Payments tab. Select your payment. Click on "Upload another receipt" or drag and drop the receipt on the right sidebar. Delete a receipt on a payment Still on that same payment, select the incorrect receipt. Click on the bin tool at the tWenig Leser

• Why are my date and place of birth required by Spendesk?

  We are asking Spendesk users to provide their date and place of birth in addition to their last name and first name, so they can keep using Spendesk payment Services. Why does Spendesk need this personal data? As a payment services provider, Spendesk is required by law (articles L561-5, R561-5 and R561-5-4 of the French Monetary and Financial Code) to identify the persons using its payment services as Spendesk has an obligation to fight against money laundering and fraud. To whomWenig Leser

• A Controller has marked my receipt as invalid

  If you receive a notification indicating that your receipt has been rejected, don’t worry – it’s still possible to correct the issue. Follow these steps: 1. Check the error message You can do this by going to the All payments tab. Click on the payment with the rejected receipt to see the reason for the denial. The message explaining the reason was added by your controller (or Finance team). Spendesk itself will never reject a receipt. 2. Add a new receipt After reviewing the eWenig Leser

• Understanding card fees

  This article is for all Roles on Spendesk making payments / controlling payments. FX fees 2.99% FX fees will be applied to any transactions made in a different currency than the one on your default Spendesk account (i.e. EUR, USD, GBP, SEK, NOK, DKK). The conversion rate applied is the one used by Visa. Be aware that the transaction date is the one displayed on your payment. To check that there is nWenig Leser

• Pro tips to avoid fraudulent payments

  This guide applies to all users on Spendesk who own a personal Spendesk physical card. Good Practices for Physical Card Owners Never share your card details with a colleague, friend, family member, or partner. Do not share your card within the team. Spendesk provides cards at no cost to you, including shipping, so every Spendesk member can have their own card. Use single-use cards whenever possible to keep your physical card exclusive for in-person payments. **Withdraw caWenig Leser

• 3DS common issues

  3DS troubleshooting 3DS pop-up window not opening (Desktop) Ensure your AdBlock or any similar extension is disabled before attempting a payment. Disable your VPN. Ensure your mobile network connection is stable. If possible, switch to a different network to test. Code not received (Mobile via SMS) Verify that your phone number is correctly filled in under Avatar > My Profile before making a payment with 3DS security. Otherwise, you won’t receive the code. Ensure your mWenig Leser

• Remove/Cancel a 'pending' or 'confirmed' transaction from Spendesk

  Spendesk operates similarly to a bank account. It displays the following types of transactions: Pending Transactions: Transactions that are being processed or declined by the merchant, located in the "Pending Transactions" section of the Payments tab. Confirmed Transactions: Transactions that have been settled by the merchant, found in the "Payments of the month" section of the Payments tab. For more context, you can read [this article](https://helpcenter.spendesk.com/en/arWenig Leser

• Oops! I used a Spendesk card for a personal purchase

  What to do if you accidentally used a company card for a personal purchase If you’ve used your Spendesk card for a personal purchase, please note that currently, it's not possible to create an automatic refund for this transaction within Spendesk. To resolve this, the easiest approach is to reach out directly to your company’s accounting or finance team to arrange a solution. Here are some options that might work, depending on your company’s internal policy: You can repay the amount in cWenig Leser

• What's a pending transaction?

  A pending transaction can be one of the following: Successful transactions that will be settled in Spendesk a few days later (for VISA transactions, this can take up to 8 days) Failed transactions (these are automatically deleted with no action required) Pre-authorizations (these are automatically deleted with no action required) Deposits (these are automatically deleted, unless the supplier needs to charge it in the end) Pending Transactions Explained When you make a payment,Wenig Leser

• You didn't receive a refund on your Spendesk card

  Delays Once the merchant has proceeded to a refund, it takes from a few days to a month for the amount to appear on your Spendesk account. Past this delay, we advise you to contact the merchant to ask for the transaction details so we can have a look at it. Reimbursement owner The reimbursed amount will appear under the name of the member who proceeded to the initial payment. If the card was a single-use card, or deleted since the payment was made, the amount will be transferred backWenig Leser