Card: Issues & Declines

My Purchase Was Declined: Common Causes and How to Fix It

Find out why the decline happens and how to avoid future failed attempts. Use this article when your purchase was denied or approved and then immediately canceled. Learn quick checks and how to prepare your card before paying. Common Causes of Decline - Insufficient balance on the card (the app shows the balance in Card → Balance). - Balance synchronization still pending: you just loaded the card and tried to pay immediately; the network may take a few minutes to reflect the new balance. - Incorrect card details at checkout (number, expiration date, CVC, name). - Multiple attempts in the same minute (the acquirer may temporarily block). - Instability at the merchant/acquirer (faulty card machine or online gateway). Step-by-Step: How to Fix It Now 1. Confirm your card balance: Picnic App → Card → Balance. 2. Just loaded the card? Wait 3 to 5 minutes and refresh the app (close and reopen) before trying to pay again. 3. Review the card details at checkout (number, expiration date, CVC, and name should match the Picnic card shown in the app). 4. Avoid repeating the attempt multiple times in a row. If declined, make the above adjustments, wait, and try only once more. 5. If the purchase was charged and then canceled, wait for the automatic refund. Follow the article “Picnic Card Refund: How It Works and Where to See It” to locate the refund. Tips to Avoid Declines in the Future - Load the card in advance and wait a few minutes before paying, especially for large amounts. - Update the app before going to the checkout and confirm your balance in Card → Balance. - Ensure the purchase amount (including any merchant fees) fits within your balance. Quick Notes 1) I tried several times in a row and only one was approved. Why? Consecutive attempts can lead to declines due to temporary acquirer blocking or pending balance synchronization. 2) It was charged and then canceled. Will I receive a refund? Yes. When the merchant cancels, the amount returns as a new transaction (refund) in your Picnic card balance. See how to locate it in the Refund article.

Why Was My Card Transaction Declined?

Did you try to pay with your card and the purchase was declined? This can happen for a few simple reasons: - Insufficient balance on the card - The purchase amount exceeded the card's daily limit - Temporary error with the merchant's terminal What to do: 1. Check your balance in the app. 2. Adjust (if necessary) the daily spending limit in “Card Settings” in the app. 3. Try paying again after a few minutes. 4. If it fails twice at the same location, the terminal might not be able to read the card (try inserting instead of tapping).

Why the Card Purchase Was Declined

Not accepted for certain types of transactions, such as: - Deposits into digital wallets and fintechs (Revolut, Wise, PayPal, Curve, etc.). - Utility bill payments (water, electricity, internet, gas, phone, etc.). - Government, taxes, and official fees. - Political or charitable donations. - Foreign currency exchange. - ATM withdrawals do not generate cashback (and may incur local fees). Usage Limits - The amount available for purchases is always tied to the pre-loaded balance. - Daily usage limits can be adjusted via the Picnic app. * This information pertains to the cashback program existing until January 31, 2026.

Purchase Canceled by the Merchant

Find out what happens when a purchase is authorized at the time, but the merchant cancels it later. What Happens - The purchase was authorized by the card, but the merchant canceled it afterward. - This transaction will still appear in the card's History (even after being canceled). - The refund will appear later as a new credit transaction in your History. - While the merchant's cancellation is not completed, the purchase may remain in processing status. Where to See in the App 1. Open the Picnic app and tap on History>View All. 2. Look for the purchase (it may appear "crossed out"). 3. Tap on the transaction to see the details and copy the receipt link if needed. Didn't find it right away? Close and reopen the app and wait a few minutes for the network to sync. Timeframes - Stores and acquirers (machine/gateway) may take up to 7 business days to complete the cancellation. - If the merchant does not capture the purchase within this period, the cancellation occurs automatically and the amount returns to your card balance as a new credit transaction. - The refund period is up to 5 business days from the date of cancellation. What You Can Do - Confirm with the merchant if the cancellation was sent. - Monitor your History to find the refund. Quick Notes - Where the money goes: back to the Picnic card balance ($USD). - History: the original purchase remains listed; the refund appears a few days later as another transaction. Want details on how the refund appears and how to confirm it? Also see: “Refund on Picnic Card: How It Works and Where to See”.

Purchase Rejected - Incorrect PIN

When the status shows “Rejected – Incorrect PIN,” it means the password entered on the card reader does not match your Picnic card PIN. What to do: - Check your PIN in the card app ("View Password" button). - Enter the PIN exactly as it appears in the app. - If you enter it incorrectly three times, the password will be blocked. If your card is blocked, send a message to support with the following information: - Registered CPF (Brazilian tax ID) - Brief explanation of the request - Last four digits of the card Support email: oi@usepicnic.com If you entered it correctly and the error persists: - Cancel the card in the app - Request another card (if you want a physical card) - Create a new virtual card (quick and instant)

Ensuring Balance Before Paying with the Picnic Card

Simple steps to avoid declines due to balance synchronization. Use this information before paying, especially if you just loaded the card. 1-Minute Checklist 1. Load the card (the deposit goes directly to the card in $USD). 2. Wait a few minutes for the network to recognize the new balance. 3. Close and reopen the app to refresh. 4. Go to Card → Balance and confirm that the amount covers the purchase (including any merchant fees). 5. Wait 3 to 5 minutes before making a purchase. 6. When paying, avoid multiple consecutive attempts. If declined, review and try only once more after waiting. Quick Notes - Whenever possible, load the card in advance so the network has time to synchronize and release the balance. Loaded but Can't Find My Balance Check the following articles PIX Deposit Didn't Reflect on the Card Sent PIX from an Account in Someone Else's Name Picnic Card Fees and Limits

Lost or stolen card

If you've lost your Picnic card or it has been stolen, it's important to act quickly to block any use and start the request for a new one. The whole process is done directly in the app, in just a few steps. How many physical cards can I have? Each Picnic account is entitled to 1 active physical card. That's why, to receive a new physical card in case of loss or theft, you first need to report the current card as lost — this cancels the old card and unlocks the request for a new one. Virtual cards are unlimited: you can create as many as you want within the same account, including to use while you wait for your new physical card to arrive. Step by step to report a lost or stolen card 1. On the app's home screen, tap Cards. 2. Select your physical card. 3. Tap Freeze — this immediately blocks any use of the card while you prepare the request for a new one. 4. Next, tap Report loss. This permanently cancels the old card and starts the process of sending the new one. 5. Confirm your delivery address and complete the request. What about while the new card hasn't arrived yet? You can create a virtual card directly in the app and use it normally for online purchases or add it to your digital wallet (Apple Pay / Google Pay) to pay by tapping. Delivery time The delivery time for the new physical card is the same as the initial order. Check the details at Picnic card delivery time. Important - Always freeze the card first before reporting it as lost — this ensures no one can use it while you complete the process. - Once you report the loss, the old card is permanently cancelled and cannot be reactivated, even if you find it later. - If you suspect any unauthorized use, contact our support through the app to review the transactions.

What is the delivery time for the physical card?

After requesting and approving your physical card, it will be prepared for international shipping to your registered address. Estimated delivery time The delivery time for the physical card is 1 to 4 weeks. Since the shipment is international, the package goes through various logistical stages and import processes before reaching its final destination. Shipping tracking As this is a simplified international shipment, a tracking code for detailed monitoring is not generated. Frequently Asked Questions Can I use the card before it arrives? Yes! You can create a virtual card in the app and start making online purchases immediately while waiting for the physical card to arrive. What if the 4-week period expires? If you do not receive the card after 4 weeks, check if your delivery address in the registration is correct and contact our support via chat. see also How to order the Picnic card Add card to Google Pay

I Made a Deposit, Made a Purchase, and It Showed 'Insufficient Funds'

Did you just make a deposit, try to pay with your Picnic card, and the terminal showed 'insufficient funds'? In most cases, this is related to where the money was deposited or a delay in balance synchronization, and it can be resolved quickly. 1 Confirm Where Your Deposit Went - Deposits made to the card go directly to the balance in digital dollars ($USD): this is the balance the card uses for purchases and withdrawals. However, due to some instability in the financial system, the balance might be in the Multicurrency Account. - Balance in the Multicurrency Account is not used directly by the card: you need to access it and send it to the card again. - If your balance doesn't appear on the card, check the Multicurrency Account: - On your browser, go to usepicnic.com - Use the same email you use to access the app - After logging in, check the Multicurrency Account balance. - Click on Card>Add balance > Multicurrency Account 2 Card Balance Hasn't Synced on the Network Yet If the balance is already on the card, but the purchase keeps failing: 1. Wait a few minutes and refresh the app - Wait 3 to 5 minutes after the deposit for the network to recognize the new balance. - Close and reopen the app and check again. 2. Try again just one more time 1. If it was declined, avoid multiple attempts in a row. 2. Wait a few minutes and try just one more time. 3 Other Reasons for 'Insufficient Funds' Confirm the exact purchase amount - Check if the balance in $USD covers the final amount converted to the local currency (including possible merchant fees). - Whenever possible, leave a safety margin above the final purchase amount. Configuration or terminal limits - If the purchase fails at more than one merchant, it could be something with the card (like a daily limit). - If it fails only at a specific place, it's very likely a terminal issue (try inserting the card instead of just tapping). Daily spending limit on the card Damaged or defective card

I Can't Request the Picnic Card

Possible Causes - Account not eligible yet (KYC needs to be completed or your verification is still under review). - Documents not submitted for verification. - Account created as a business entity (PJ), not supported at the moment. - The message "Unable to process your request" means that unfortunately, the decision is final at this time. - Requests are periodically reassessed, and if you become eligible in the future, we will contact you. What You Can Do 1. Access your account and check if the KYC process (identity verification) is complete. 2. If pending, please wait for processing (which may take a few days in specific cases of extra manual review by our partner). 3. Submit the requested documents if the process is pending (official photo ID and proof of residence). 4. Confirm that your account is registered as an Individual (CPF), as business accounts (PJ) are not accepted. 5. Wait up to 2 business days after submitting documents. Practical Summary You can only request the card after verifying your identity (KYC) and with an individual account. Once these points are checked, the request will proceed normally. Verification can only be performed at this stage. Our partner responsible for the evaluation does not accept manual submission of document images and face photos.

Damaged or Defective Card

Signs of a defective card: - Does not work on any card reader - Numbers or data are illegible - Physical card is cracked or broken Basic test: 1. Try the card at different locations 2. Check if the chip is clean and unscratched 3. Test contactless payment (tap) If the defect is confirmed: 1. Open the app and cancel the card 2. Still in the app, request a new one 3. You can always create and use just the virtual card

Issue with Card Security Code

The CVV code is: - Located on the back of the card (3 digits) The card PIN is: - Pre-set, there are no options to reset it at the moment - Access the app and click on View PIN If the code doesn't work: 1. Make sure to enter only the 3 numbers from the back 2. Check for confusion between 0 and O, 6 and G Unreadable or erased code: 1. Cancel the current card directly in the app 2. Request a new card immediately, also directly in the app Questions about card PIN/password: - Check the following article: Purchase Rejected - Incorrect PIN

App Keeps Showing Errors

⚠️ Can't log in? If the app keeps spinning, Face ID / fingerprint doesn't appear, or you switched phones, this article does not apply. Do not uninstall the app — it destroys the session and complicates passkey recovery. Search for "passkey" or "account recovery" for the right path. Update the app: - Make sure you are using the latest version of the Picnic app. - Go to your device's app store (Google Play Store for Android or Apple App Store for iOS). - Search for "Picnic" and see if there is any update available. Install it immediately. For investments and advanced features Remember that the Picnic Card mobile app is primarily focused on managing your card. - To access crypto investments, Easy Income products, and other advanced features of your smart wallet, use the web version of Picnic: - Visit usepicnic.com on a computer or mobile browser.

How to Withdraw 'Stuck' Tokens from the Card (Gnosis Pay Safe)

This article explains, in a straightforward way, how to withdraw tokens that are in the card wallet (Safe on the Gnosis Chain) and bring them to the main Picnic wallet on Gnosis. When to Use Use this guide if you have assets incompatible with the card, sent via the Gnosis Chain. Direct Access URL: https://usepicnic.com/app/card/safe-assets You need to be logged into Picnic with email and verification code (OTP). Step-by-Step 1. Access the URL above (while logged in). 2. Select the asset you want to withdraw. 3. Click on “Withdraw”. 4. If you are connected with an external wallet, sign the message when prompted. 5. Wait 3 to 5 minutes. What Happens Next The token will be transferred to your main Picnic wallet on the Gnosis Chain. From there, you can: - ✅ Withdraw to a bank account - ✅ Transfer to another crypto wallet - ✅ Convert to other tokens - ✅ Use normally on Picnic Important Information - Time: processing usually takes 3–5 minutes. - Limitation: you can withdraw only 1 asset at a time. - Tracking: the transaction may not appear in the app history. - Completion: you can close the page; the process continues in the background. If It Doesn't Work If after 5 minutes the balance does not appear in your Picnic account, open a support ticket through the app or Help Center providing: - Picnic account email - Asset and amount - Approximate date/time of the request - (Optional) Transaction hash, if you have it Quick Tips - If the external wallet signature fails, reconnect the wallet and try again. - Make sure you selected the correct asset before clicking “Withdraw”. - If you have multiple “stuck” tokens, repeat the process for each one.