Why did my payment fail?

A declined payment is usually quick to fix. Your booking is not confirmed until payment goes through. If your bank declines the payment, nothing is charged.

Common reasons

• Insufficient funds or a spending limit
• Your bank blocked the payment as unusual, often for a first or international payment. Card payments over ₦300,000 are sometimes blocked by banks
• A security check from your bank was not approved in time
• Card details, expiry date or CVV entered incorrectly
• An expired or cancelled card
• A temporary problem with the payment provider or your connection

What to do

1. Check your card details on the secure payment page.
2. Approve any security prompt from your bank. It comes from your bank, not from Pickup.
3. Try again.
4. If it fails again, try another card or bank transfer. Bank transfer is usually the fastest fix for larger amounts.
5. Contact your bank if you think the card should work.

Charged but not booked

Sometimes a bank shows a pending amount even though the payment failed. This is a hold, not a charge. It usually drops off within a few days. Check Trips before you try again, so you do not pay twice.

If you believe you have been charged for a trip that is not in Trips, contact support with the date, amount and last four digits of the card. See Payment problems at checkout.

Payments for extensions

Extensions are paid by card. If the payment fails, you can try another card. Otherwise the extension is not added, and your trip ends at the booked time.

Never pay outside the app

If a payment fails, do not send money to an operator or chauffeur directly. Pickup cannot refund payments made outside the app. See Why you should always pay through Pickup.

The full rules are in the Payments Terms.