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Credit Cards

Why have you declined my transaction?

 Sometimes your payments might be declined, this could be because:


  • Insufficient funds. If there isn't enough available credit or you are over your limit then we may decline your transaction. Please check you have sufficient funds available to cover the transaction.
  • You could have pending payments available which impact your available balance.
  • An error with the merchant bank, something which we have no control over. If you have checked your available balance and there is sufficient funds available then you will need to query this with the merchant bank.
  • If this is an online transaction, please check you have entered your card details correctly. If anything is entered incorrectly then your transaction will be declined.
  • If you have entered your One Time Access Code (OTAC)incorrectly
  •  If you have not received your OTAC then please log into Online Banking and check we have your up to date mobile number. Please refer to our existing FAQ How do I update my address, email and phone number onlineon how to do this if you're unsure.
  • Occasionally we can decline a transaction as a fraud prevention measure. If we do this we will send you a text asking you to reply. If this is a genuine transaction you will need to confirm this. We recommend allowing 5 minutes after sending your text before processing the transaction again.
  • You are in arrears and with our Collections team (due to outstanding payment).


If you are still experiencing further issues then you will need to contact Customer Services.


I can’t use my credit card I paid the balance due but the available credit hasn’t changed so when I use it it declines my payments I can’t get through to speak to someone and I’ve Facebook messaged but no reply 

Hi @Kemolash74, sorry to hear about this! Please can you send a private message to @Tesco-Bank? I'll help get you sorted there

How do I find out why a transaction was declined?


My travel insurance renewal was declined according to my insurance company even though there is no balance on my credit card and the card does not expire until June. This means that I am not covered for lost money due to the COVID-19 pandemic. Trying to find out why and how this has happened.

Hi @kathryn777, I'm really sorry to hear about this. Can you please send us over a private message to Tesco-Bank confirming your full name, DOB and postcode? I'll then be able to look into this for you.

I have been given a 2 (or it may be 3 month) payment holiday but now my credit card is being declined.  Can you please advise?


Hi @Liamh72, sorry to hear about that. Can you please send over a private message to Tesco-Bank confirming your full name, DOB and postcode?

I forgot my pin number in Tesco's store on Wednesday.  After 4 attempts it wouldn't accept it as I then remembered the PIN but to no avail.  It is no LOCKED.  I asked for a PIN reminder thinking that might help unlock it.  But I realise it won't.  Online it said join the Tesco Community and send a message.  This is the nearest I can see to be able to send a message.  I need to unlock this card so I can use it.  If not it might be easier to cancel it.  

Hey @Tesconumber2020, sorry to hear that. You'll need to call us to unblock the PIN, I'm afraid. You can reach the Credit Card team on 0345 300 4278 (Mon - Sun: 8am to 7:30pm) and they'll be happy to help.