Overview

When your Wealthsimple prepaid Mastercard is declined, we want to help you resolve the issue as soon as possible. We'll send you a push notification to let you know why it was declined and what you can do to fix it.

This article explains common reasons your Wealthsimple prepaid Mastercard might be declined and provides steps to help you resolve them.

Insufficient funds

Your Wealthsimple prepaid Mastercard might be declined if you don't have enough money in your Available to Spend balance.

How to add funds:

1. Tap the push notification that you get when your transaction is declined.
2. The app will take you to a page where you can Add money.
3. Choose between an instant deposit or a standard deposit:
   • Instant deposit: You'll get immediate access to your funds. There will be an indicator on the deposit page that lets you know if these funds will be available to spend immediately.
   • Standard deposit: Your funds will settle and appear in your Available to Spend balance in three business days.

Your physical card isn't activated yet

If you've just received your physical Wealthsimple prepaid Mastercard, it might be declined because it hasn't been activated or its Personal Identification Number (PIN) hasn't been synced.

How to activate and sync your card: You'll need to complete two steps once you get your physical Wealthsimple prepaid Mastercard:

Activate your card

To activate your card:

1. Tap the push notification that you get when your transaction is declined.
2. The app will take you to a page where you can Activate your card.
3. Call +1 877-868-0854 to activate it. This process is fast and automated, so you won't need to wait on hold.

Sync your PIN

To sync your PIN:

1. Insert your card to make a purchase or withdraw money from an ATM.
2. Enter your new PIN. If the card reader says that your PIN failed, enter it 3 more times. This is normal.
3. Your new PIN will be synced.

Locked card

If your Wealthsimple prepaid Mastercard is locked, any transactions you try to make with it will be declined. You might lock your card if you lose it or if it gets stolen, to prevent unauthorized transactions.

How to unlock your card:

1. If you try to use your card when it's locked, you'll receive a notification to let you know why your transaction declined.
2. Follow the prompt from the push notification to access a page where you can unlock your card.
3. Once it's unlocked, you should be able to use your card without issue.

Unsupported transactions

There are certain transaction types and merchants that the Wealthsimple prepaid Mastercard doesn't support.

If you try to use your card for one of these transactions, the push notification will alert you to the fact that "This transaction type is not supported". You can tap Learn More to better understand what is and what isn't supported with the Wealthsimple prepaid Mastercard.

In these cases, there isn't a way to resolve the issue, and you'll need to use an alternative form of payment.

Choosing 'Debit' instead of 'Credit'

The Wealthsimple prepaid Mastercard is a prepaid Mastercard. When you use your card at a payment terminal, you'll need to select Credit. The card uses the Mastercard payment system, so you can use it everywhere that accepts Mastercard.