If your card payment was declined in a store or online, check the following before trying again.
1. Check your available balance
Make sure there are sufficient funds available in your Primary account.
To view your available balance:
Accounts > Primary > Available Balance
2. Check your account status
Make sure your account is fully verified and that there are no pending verification issues.
To review your account status:
Settings > Profile
3. Check your card status
Make sure your card is:
Activated
Not locked
Not canceled
Not expired
4. Verify your PIN
If you are making a purchase in a physical store and are asked to enter your PIN, make sure it is entered correctly.
You can view your card PIN in the Viva.com app:
Dashboard > Details > Show PIN
5. Verify your card details
For online purchases, make sure the following information is entered correctly:
Card number
Expiration date
CVC
You can view your card details in the Viva.com app:
Dashboard > Details > Show Card Details
6. Approve online purchases
Some online purchases require confirmation through the Viva.com app.
Open the app on your mobile device and approve the payment using:
Fingerprint authentication
Face ID
PIN
The issue persists
If your payment is still being declined:
Check your inbox for any important communications regarding your account or card.
Try the transaction again after resolving any identified issues.
Contact contact us via the Chat with us option in your Viva.com account if you need further assistance.
Why is my card transaction still pending?
A pending transaction means the payment has been authorised but has not yet been fully processed by the merchant.
Once the merchant completes the transaction, the payment will be finalised and reflected accordingly in your account.
Important (Greece only)
Payments made with Viva.com cards, either online or in person, to public services through the DIAS system (including AADE and DEDDIE) are temporarily not accepted.