why did my monthly payment decline?

Although your account is automatically setup for direct debit via credit/debit card (Visa, Mastercard or AMEX) when you signed up, your monthly payment may decline for a number of reasons.

If you have received a notification of a declined payment, our system will do the best to provide as much relevant information as possible from the merchant. Some of the common reasons you might see are:

• CANCELLED CARD – The card is Cancelled. This will require you to update your credit card with us.
• EXPIRED CARD – The card has Expired. This will require you to update your credit card with us.
• INSUFFICIENT FUNDS – There are insufficient funds in the account to complete the transaction.
• INVALID CARD – The card is returning Invalid.
• LOST CARD – The card is reported as lost and has been blocked.
• TRANSACTION INVALID – Your bank has not authorised this transaction. Contact your bank for more information.
• CONTACT BANK – Your bank has not authorised this transaction. Contact your bank for more information.
• BANK DECLINED TRANSACTION – Your bank has declined this transaction. Contact your bank for more information.
• SERVER ERROR – Your bank or financial institution may be experiencing an outage, or your card needs to be re-validated.
• CANNOT GENERATE TOKEN – Certain card details are incorrect.

On occasion, a generic reason may be returned with no further information, such as “DECLINED” or “CONTACT US“.

If you are confident there are sufficient funds on the card, and it is not expired or reported as lost/stolen, we would first recommend updating your card details via our self-care portal or the myMate app.

Self care portal:
You will require the following details in order to log in:

1. Your MATE code/account number
2. Your account password. If you do not have your password, please use the “forgot password” feature on our self-care portal.

Once logged in, please click on “update payment” and follow prompts to enter your card details.

myMate app:
Log into the myMATE app and press the ‘update payment’ button, and follow the prompts to enter your card details.

By Phone:
Call us on 13 14 13 and press option “2” when prompted to update your credit card details.

You will need your MATE code/account number and password to log in to the self-care portal and myMATE app. If you don’t know your password, click here to recover your account password.