If a card transaction has failed and you haven't received a notification from Payhawk, make sure you have activated your push notifications.
Enabling push notifications for the Payhawk app
To enable push notifications, follow these steps:
Ensure your mobile device has an active and stable network connection.
On the mobile, go to the notification settings (for example, Settings > Notifications on iPhone).
Enable push notifications for the Payhawk app.
Once the notifications have been enabled, Payhawk will regularly send real-time notifications for every completed or failed card transaction directly to your smartphone, ensuring you stay informed. In addition, weekly reminders about pending expense submissions are sent at 7 AM GMT every Monday.
Still not receiving push notifications
If your push notifications have been enabled, your card transaction fails, but you still haven't received a push notification, this means that the reason for the failed card transaction involves third-party factors, such as an issue with the merchant's payment system. Therefore, in such cases, you need to contact the merchant directly for assistance.
Some common reasons for failed card transactions include:
Exceeding the limit for contactless transactions.
Incorrect PIN entry.
Insufficient card balance.
Delays or issues with the merchant's payment system.
To find the reason for a failed card transaction, check the Activity tab of the respective card, which displays the card audit logs and the reasons for any failed card transactions. Either in the Payhawk web portal or mobile app:
Go to Cards.
Select the desired card.
View its Activity tab.
For more information about the related push notifications, see the article about push notifications for failed card transactions.
Verifying card payments when Visa 3DS protection is used
Some merchants use Visa 3D Secure protection for verifying card transactions. If you do not receive a verification prompt, try the following troubleshooting steps:
Open the Payhawk app manually to check for the prompt.
Retry to execute the card transaction in case of delays or connectivity issues.
If the issue persists, contact Payhawk Support for further investigation.
Contacting Payhawk Support for failed card transactions
If the merchant can't assist you, contact the Payhawk Support team over chat or email at support@payhawk.com. The more information the Support team have, the easier they can troubleshoot the issue.
When you contact Payhawk Support, provide them with the following details to help the team investigate further.
First 6 digits and last 4 digits of the card, for example, 444444XXXXXX4444.
Day, time, and location of the attempted transaction.
Name of the merchant.
Amount.
Any error message that has been displayed.
If possible, send a print screen of the receipt or any error messages.
Information about whether you have contacted the merchant.