Why was my transaction declined?

  • Check the Extra App to make sure you have enough Spend Power to cover the transaction with your Extra Card.

  • Do you have enough funds in your connected bank account?

  • Forget your PIN? You can reset it from the Card Tab in the app.

  • If you are buying something online, make sure that your billing address is the same as the one we have on file. This can be flagged as fraud on some websites.

  • Did you forget to unfreeze your card? You can do so from the Card Tab in the app.

Why do my Extra transactions show up as one lump sum on my bank statement?

  • At the end of each day, Extra combines all of your purchases into one Daily Spend payment from your bank which allows us to maximize the impact on your credit report.

  • Tip: Always check the Extra App for a more detailed transaction breakdown instead of your old banking app.

Why don't I see my Extra transactions on my bank statement right away?

  • Your Daily Spend payment can take 1-3 days to get from your account to ours. This is how long it can take to pay ourselves back and what allows us to build your credit history in the first place.

  • Tip: Always check the Extra app to see your transactions in real-time. Your old banking app won't see them right away.

Why is a transaction I made with my Extra Card still pending in the Extra App?

  • Certain transactions can take up to 24-48 hours to be fully cleared on the payment network depending on the merchant. (like gas holds or leaving a tip)

  • Transactions that take over 48 hours are typically either holds at airlines, hotels, rentals, or they are disputed transactions with the merchant.

Why is the pending amount different than the amount I paid?

  • Sometimes when you go to restaurants, gas stations, hotels, or other places, the merchant will place a hold larger than the transaction amount. This is to make sure that you have enough to cover any adjustments that they might need to make to the final amount. (like gas holds or tips at a restaurant)

Why am I being charged twice for an Extra Card transaction?

  • Sometimes merchants will temporarily authorize a small amount when you add a new card to their service and then the larger transaction amount afterward. (food delivery and rideshare apps especially)

Where is my refund?

  • Depending on the merchant, refunds may take up to 7-10 business days. It will be credited back to your connected bank account.

How do I report an Extra Card transaction as fraudulent?

  • In the Extra App, select the transaction you're claiming as fraudulent and tap the Membership Concierge button at the bottom of the transaction page. Then, just follow the prompts on the screen.

Where can I export my monthly transaction history?

Simply tap on the Card Tab in the app and you'll find the section of your monthly statement at the bottom of the page.



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