Customer Card Declines

Two-factor authentication measures & banks fears of increased fraud are making our payment gateway more sensitive to card declines

  • In March 2022, new two-factor authentication measures were introduced to decrease fraud whilst shopping online

  • Card fraud is on the increase due to the cost of living crisis. Card issuers are lowering their daily withdrawal limits to protect themselves and the card issuer
  • This has made our payment system very sensitive, especially to Tesco Mastercards

  • Below is a suggested response to your customers that are having card decline issues


Example Response

Hi [customer name],

Thank you for contacting us. I'm sorry to hear that you are having payment issues with us, and I can appreciate how frustrating this must be!

In March 2022, VISA and Mastercard updated their security requirements for online payments, which has made our payment system very sensitive. For example: if your bank has your address down as "1 Example Road" and you were to enter this as "1 Example Rd", or your name on your account was "Ms. A. Example" but you were to enter it as "Abby Example", as this does not match the exact details on your bank account, the order will fail.

Furthermore, with the cost of living crisis looming, we are reading that card issuers are lowering their daily withdrawal limits to protect themselves and the card issuer.

As an initial step, please ensure your billing details are entered exactly as they appear on your bank account, and then revalidate your card in the Ooooby system.

If the problem continues to persist, we would recommend speaking with your bank or trying a different card.

I sincerely apologise for any inconvenience caused. Please do not hesitate to let us know if we may be of any other assistance.

Kind regards

[Hub owner]