This article explains how to find out why a credit card transaction with your Candis Visa failed and which steps to take depending on the rejection reason.
Step 1: Check whether the transaction reached Candis
You can find rejected transactions in two places:
Via the credit card: Click Credit cards in the left-hand navigation and open the relevant card. The transaction list also includes rejected transactions.
Via the archive: Click Archive in the left-hand navigation and switch to the Transactions tab.
There are two possible outcomes:
The transaction is visible in Candis: The card processed the request, but the payment was rejected. You can find the rejection reason directly in the transaction. Continue with Step 2.
The transaction is not visible in Candis: The terminal or merchant rejected the payment before the request reached Candis. Continue with Step 3.
It can take a few minutes for a transaction to appear in Candis.
Step 2: View the rejection reason in the transaction
If the transaction is visible in Candis, you can view the rejection reason directly in the transaction view.
Open the failed transaction by clicking the corresponding entry.
In the Transaction section, Candis displays the status Rejected along with a note explaining the specific rejection reason.
Common rejection reasons include:
Card limit insufficient: The daily, monthly, or overall limit of the credit card has been reached or exceeded.
Incorrect PIN: The PIN has been entered incorrectly multiple times.
Rejected by merchant: The merchant declined the payment, for example because they do not accept the card type or a security check failed.
Rejection reason not available: Candis could not retrieve a specific reason. In this case, the Pliant Support team can help you.
Tip: If the card limit is insufficient, an Admin in your organization can adjust the card limit or grant a one-time limit increase.
Step 3: Contact Pliant Support if the transaction does not appear in Candis
If the transaction is not visible in Candis, the terminal or merchant already rejected the payment in advance. In this case, Candis has no information about the rejection reason because the request never reached the card provider Pliant.
How to proceed:
Note the merchant name, date, time, and amount of the attempted payment.
Contact Pliant Support with these details.
Pliant Support will check whether there is a cause on the card or provider side.
Possible reasons for a rejection by the terminal include a deactivated contactless function, a card type the merchant does not support, or a technical issue with the terminal.