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What do I do if my card wasn't accepted?

If your payment isn’t going through, please read this guide to understand what the most common issues mean and how to quickly fix them.

 

1. My card was declined

Your bank has rejected the transaction. This can happen if:

  • Your card has insufficient funds

  • Your card has expired

  • Details were entered incorrectly

  • Your bank’s security settings blocked the payment

What you can do:

  • Double-check all card details (number, expiry date, CVV)

  • Make sure your card is valid and has enough funds

  • Contact your bank to confirm whether they blocked the payment

  • Try another payment method if available

2. My transaction was blocked by your bank

Banks sometimes block payments they think look unusual or unsafe.

What you can do:

  • Contact your bank to confirm the payment is legitimate

  • Ask them to unblock the transaction or whitelist Zeelo

  • Try the payment again once confirmed

3. My direct debit payment failed (UK only)

A direct debit may fail if:

  • There weren’t enough funds in your account on the day that payment was due

  • Your bank details are incorrect

  • The mandate was cancelled

  • Your bank rejected the payment

What you can do:

  • Ensure your account has funds on the scheduled collection date

  • Check your bank details in your Zeelo account

  • Contact your bank to confirm your mandate is active

4. How do I update my payment details?

Travel Pass (Direct Debit)
  1. You can’t change the card or bank details for an active pass. You’ll be able to use new details next time you purchase a pass at checkout.
Ride Bundle (Auto top-up)

You can update your saved card for auto top-ups:

  1. Open your Ride Bundle on the app home screen

  2. Select Auto top-up

  3. Update your payment card for future top-ups

5. When should I contact support

  1. If payments are still failing after trying the steps above, please contact our care team.
    It helps to include:
    1. A screenshot or short description of the error
    2. Your payment method (card or direct debit)
    3. The last four digits of your card (if applicable)

Final tips

  1. Keep your app updated
  2. Ensure you have a stable internet connection during payment