If you tried to add a Fluz Virtual Card to Apple Wallet or Google Wallet and saw a message like "Card Not Added" or "Contact your card issuer for more information," your card is almost certainly fine. Below is what happened and what to try.
Why this happens
When you add any card to a digital wallet, the decision to approve or decline that request is made by your device, the card network (Visa or Mastercard), and the card issuer. That check runs every time a card is added, and it can decline for reasons such as:
Several add attempts were made in a short period of time
Something about the device or account looked unusual to the network's risk checks
This is why the same card can be added successfully on one phone but declined on another, and why a card that failed earlier may work later.
What to try
Work through these steps in order. Most issues are resolved within the first few steps.
Check for a verification prompt. Open your Wallet app and tap the card. If you see a "Verify," "Code Requested," or "Activation Required" prompt, enter the one-time code that was sent to you. In some cases the card was accepted and is just waiting on this step.
Fully close the Wallet app and try again. Close it from your app switcher rather than just returning to your home screen, then reopen and retry.
Switch how you're adding the card. If you used the "Add to Digital Wallet" button in the Fluz app, try adding it manually instead, or vice versa.
On iPhone: open the Wallet app, tap the + button in the top right, choose to add a debit or credit card, then enter the card details yourself.
On Android: open the Google Wallet app, tap Add to Wallet, choose Payment card, then New credit or debit card, and enter the card details yourself.
Wait a little while before retrying. Repeated attempts in quick succession can themselves trigger a decline. Give it an hour or more, then try again.
Try a different device, if you have one available. Some declines are specific to a single device.
Switch networks. Move from Wi-Fi to cellular data, or the other way around.
Try a different Fluz Virtual Card program. If one card program keeps getting declined, generating a card from another program often works.
Frequently asked questions
Does this mean something is wrong with my Fluz account?
Does this mean something is wrong with my Fluz account?
No. A declined wallet add is a decision made by your device, the card network, and the issuer—it isn't a reflection of your Fluz account standing.
One thing worth checking, though: if your Fluz account is still in review, you may hit errors when adding cards to a wallet. Look for a yellow "RESOLVE" banner in the Discover tab of the app, or a "Your Fluz account is in review" link in the web portal, and complete verification if you see either.
It worked on someone else's phone but not mine. Why?
It worked on someone else's phone but not mine. Why?
Security checks look at the device as well as the card, so results can differ between phones for the same card.
My other cards add fine. Why just this one?
My other cards add fine. Why just this one?
Each card is evaluated on its own, and how recently the card was created is part of that decision. A brand-new card is more likely to be declined than one you've had for a while.
Can every Fluz Virtual Card be added to a digital wallet?
Can every Fluz Virtual Card be added to a digital wallet?
No. Some Fluz card programs aren't eligible. If a card can be added, you'll see the "Add to Digital Wallet" option on the card in the Fluz app. If that option isn't there, that program isn't supported.
Still not working?
If you've worked through the steps above and the card still won't add, reach out to us and include:
The first 6 digits and last 4 digits of the card
Whether you used the in-app button or manual entry
Your device type (iPhone or Android) and Fluz app version
A screenshot of the error message
The approximate date and time of your last attempt
That lets us check the "Add to wallet" attempt with our banking partners.
Related
Using your Virtual Cards in-store — how to add Fluz Virtual Cards to Apple Pay and Google Pay, and how to get the best cashback rate at checkout.
More questions? Feel free to call our Customer Hotline at +1 888 960 0526. You can also use the Chat option at the bottom of your screen, or if you're on the app, go to Help and chat with us.
Fluz is a financial technology company, not a bank. Banking services provided by partner banks, members FDIC.
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