In order to troubleshoot your card connection, please run through the options that follow and make any necessary checks:
Are you running the most recent version of the app?
Has your debit card recently expired or been replaced?
Can you double-check that the bank isn't declining the connection?
Can you double-check you have not blocked/frozen your debit card?
When you connect your card, we need to confirm it's real and authorise it. The easiest way for us to do this is to charge a test payment. The fee is always reverted and then returned to your available balance within 48 hours and may show as "pending". It will not appear on your statement once this is completed.
If the test fee is declined by your bank, the card will not connect. Please ensure to contact your bank and make sure they are not declining the test fee.
Chip's test fee is managed by our payment partner, which charges 1 USD to your connected debit card. As you can imagine, the exact figure in GBP may change on a daily basis due to fluctuating foreign exchange rates. Owing to the current climate, the fee may have come through a little higher than the expected £0.72 we advise in the app.
Another cause of connection issues is your location - we cannot allow debit card connections outside of the UK therefore could you please check that you are:
In the UK when trying to connect your card
Not connected to a VPN while trying to connect your card
If you have run through the steps above and find you are still unable to connect your card, please come through and speak to the team on live chat - please ensure to collate as much information about the issue and where possible, provide screenshots or a screen recording of any error messages.