Authorization Decline Reasons

In some instances, you'll receive a notification either via SMS or email from Zena regarding your card being declined. Below, we've outlined the type of notification you might receive, the reason, and the suggested action for resolution.

If you need more help, please contact the Zena Member Support team at support@getzena.com or call 888-722-0646.

Notification	Reason
Your Zena card ending in [last-4] was just declined at [merchant] due to CVV or CVV2 mismatch. Not you? Let us know.	Verification of CVV or CVV2 has failed. This means the 3 digit security code on the back of your card was entered incorrectly. Please try again, or contact us if this was not you using the card.
Your Zena card ending in [last-4] was just declined at [merchant] as the transaction would have exceeded a card-level or account-level limit. Please visit our Help Center for more information.	The amount limit for the card or account has been exceeded. Speak with the admin of your account regarding your spending limits.
Your Zena card ending in [last-4] was just declined at [merchant] as the transaction amount exceeds your available balance. Please visit our Help Center for more information.	Transaction Amount exceeds the cardholders available balance. If your bank account connected to Zena does not have enough funds for the transaction, it will be declined.
Your Zen card ending in [last-4] was just declined at [merchant]. Please visit our Help Center for more information.A permanent restriction is placed, either account-specific or broad level.	A permanent restriction is placed, either account-specific or broad level. Contact your account admin to see if your card has been locked or if the project associated with the card has been achieved.
Your Zena card ending in [last-4] was just declined at [merchant] due to suspected fraud. Please let us know if you attempted this transaction here.	The transaction does not pass risk monitoring detection systems. Please get in touch with the Zena Member Support team for more information.
Your Zena card ending in [last-4] was just declined at [merchant] because your account has been closed. Please reach out to the Zena Member Support team with any questions.	The account is closed with Zena.
Your Zena card ending in [last-4] was just declined at [merchant]. Please visit our Help Center for more information.	Please contact the Zena support team for more information.
Your Zena card ending in [last-4] was just declined at [merchant]. Please ensure your card and account are active before trying again. Feel free to reach out to the Zena Member Support team with any questions.	New card that has not been activated or has been temporarily blocked.
Your Zena card ending in [last-4] was just declined at [merchant] because it has been reported as lost or stolen. Please reach out to the Zena Member Support team for help handling this issue or with any other questions.	The cardholder has reported the card stolen.
Access to your Zena card ending in [last-4] has been restricted. Please reach out to the Zena Member Support team for more information.	A transaction is attempted from a country where transactions are restricted, including OFAC or embargoed countries.
A large transaction has been detected on your Zena card ending in [last-4] at [Merchant]. Not authorized by you? Please reach out to Zena Member Support for help.	Notification to admins to alert for large purchases. Please get in touch with the Zena Member Support team if you suspect fraud.