Declined Transactions

Declined: Card not active

While virtual cards are in your account as "active" immediately, physical cards are sent out as "inactive" cards for security reasons. If you are seeing this decline, you need to activate your new physical card. 


To activate your card:

  • Log in to your account from our website or mobile app.
  • Navigate to the Cards page.
  • Scroll or browse until you see the card you wish to activate.
  • Click or tap on the Card. Confirm that the last 4 digits in your account and on your physical card match, then click "Activate Card”.

You'll see the status of the card change to Active shortly. Now you're set to spend!

App View

Web View

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Virtual or physical cards can also become inactive if you have marked a transaction as fraud. In that case, the card is immediately deactivated for your protection and will need to be reactivated on our end. Reach out to let us know by clicking "Submit a request" in the top right corner of this page, and we can reactivate your card or issue you a new one, as needed. 

Questions? We are happy to help! Please reach out to Benepass Support for any assistance.

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