why did my monthly payment decline?

Although your account is automatically set up for direct debit when you signed up (Visa, Mastercard or AMEX – Australian issued only), sometimes your payment might fail for a few reasons.

If you’ve received a payment decline, our system does its best to show the reason provided by your bank or card issuer. Some of the common reasons you may see:

• CANCELLED CARD – Your card has been cancelled. Please update your card details.
• EXPIRED CARD – Your card has expired. Please update your card details.
• INSUFFICIENT FUNDS – Not enough funds available to process payment.
• INVALID CARD – Card details provided are invalid.
• LOST CARD – Card reported lost and blocked by your bank.
• TRANSACTION INVALID – Transaction declined by your bank. Contact your bank for more info.
• CONTACT BANK – Bank declined the transaction. Contact your bank directly or update your card to a valid Australian-issued credit/debit card.
• BANK DECLINED TRANSACTION – Your bank did not approve the charge.
• SERVER ERROR – Bank or payment gateway experienced an outage. Revalidate your card.
• CANNOT GENERATE TOKEN – The card is not supported (usually non-Australian issued) or invalid details provided.

Sometimes you may see a generic decline reason like DECLINED or CONTACT US.

If you’re confident that your card has funds, is valid, and has not expired or been lost, we recommend updating your card details via one of the following:

💻 Self-care portal

Log in to the self-care portal with:

• Your account number (also known as your MATE code)
• Your password (use the password reset tool if needed)

Once logged in, click update payment and follow the prompts.

📱 myMATE app

Log into the myMATE app and press update payment to update your card.

📞 By phone

Call 13 14 13 and follow the prompts to update your credit card details.