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My card payment or top-up did not complete

Check the card’s own balance and transaction record.

1

Check card status and balance

Open TRAIEX Card. Review card status, available EUR balance, verification requirements and the message attached to the operation.

2

Separate top-up from purchase

For a top-up, check the source debit and card credit. For a purchase, check the merchant transaction, applicable limits and current card terms.

3

Report the mismatch safely

If a debit has no matching result, contact support with the operation reference before retrying. Eligibility, merchant and regional restrictions depend on the program terms.

Before you continue

Never attach full card details, CVV, PIN or one-time payment codes.

What to send support

Operation reference, time, amount and currency, merchant if relevant, status, error and whether a debit occurred.

Contact support

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