Keep credit cards are built with security and safety in mind - with several measures and protections in place to safeguard your credit limit. From time to time, you may experience declines while trying to make a purchase.
This article will help explain some of the common reasons you may see declined transactions.
Express Checklist
- Purchase greater than $25,000? It may be our global card limits
- Check your total business credit limit
- Check the inidvidual card spend limit
- Check your card details: name, card number, expiry, cvv
- Check the merchant isn't restricted
- Check you aren't purchasing from a restricted country
- Check your card isn't frozen or closed
- Check that all your Keep payments are up to date
Keep global transaction limits
In order to protect all of our customers, all Keep cards have a global limit which is enforced, regardless of your own business credit limit or individual card spend limit.
What are the limits?
- Daily limit = $50,000 CAD per card
- Transaction limit = $25,000 CAD per purchase, per card
What does this mean?
Even if you have a $100,000 credit limit and a $100,000 card spend limit, purchases in excess of the above amounts will still be declined.
What to do?
If you have a purchase you know will exceed $25,000 CAD, please contact your dedicated account manager.
Business credit limit is too low
At the time of onboarding, your business was assigned a total credit limit from our underwriting team. If any purchase you are attempting to make exceeds the available credit limit on your business, it will decline.
Where to view my available credit?
- Visit app.trykeep.com
- At the very top of your dashboard, you will see Total Outstanding Balance
- Look at Available Credit
How to get more available credit?
If your current available credit is too low to make a specific purchase, we recommend making a payment towards your balance in order to free up more credit.
Remember: It takes up to 3 business days for a payment towards your card balance to reflect on your account.
Card spend limit is too low
Each card in your Keep Account comes with individual spend limits in order to help you control your own spending as well as the spending of your employees.
Where to view card spend limits?
- Visit app.trykeep.com
- On the left-hand side panel, select Cards
- From the dropdown list, select the card that you are having declines with
- This will open a right-hand side panel where you can view more specific card details
- Below, you can see the spend limit highlighted
Incorrect card Details
It is important to ensure that ALL card details are correct when making a purchase - especially when filling out online payment forms. Please ensure the following fields match exactly as shown.
- Cardholder name
- Address
- Credit card number
- Expiry
- CVV
Fraud and security
Fraud: If our automated fraud system detects strange behaviour in credit card purchases, it may block the card as a protective measure. Some reasons for fraud blocks include;
- too frequent purchases from the same merchant
- excessively large transactions
- payments that appear to be structured in order to hide something
- etc
Purchases from restricted merchant types: Due to risk and regulatory compliance, Keep does not allow transactions with certain merchant types. Please consult our restricted and prohibited activities list for more information.
Purchases from restricted countries: Due to regulatory compliance, Keep declines credit card transactions automatically in some countries.
- Russia
- North Korea
- Iran
- Ukraine
- Bahrain
- South Sudan
- Somalia
Card status is frozen or closed
Cardholders and Users with Founder or Admin privileges on a Keep account can choose at any time to perform the following actions on a card:
- Temporarily Freeze a card
- Permanently Close a card
How to view Card Status?
- Visit app.trykeep.com
- On the left-hand side panel, select Cards
- From the dropdown list, select the card that you are having declines with
- This will open a right-hand side panel where you can view more specific card details
- Below, you can see the status highlighted
Note: the status of “ACTIVE” will be replaced with “FROZEN” or “CLOSED” if those actions have been taken on that card
Overdue payments
In order to maintain full Keep functionality, your account must be in good standing at all times. If you have missed a due payment on a Keep product, regardless of the product, you may experience temporary disruptions in service - including declined transactions on your Keep credit card.
You must keep your payments up to date for all of the following products:
- Keep Credit Card
- Keep Statement Extensions
- Keep Capital
If you have missed a payment for one of these products, or a payment was declined, your credit limit will be blocked until the payment is resolved.
How do I know if I have overdue payments?
When a payment is missed or fails, our Payments Team will reach out from payments@trykeep.com in order to fix the issue or make alternative payment arrangements.
Please ensure that support@trykeep.com and payments@trykeep.com are saved in your email contacts to ensure you receive all important emails.
Additional information
How can I increase my business credit limit? You can request a credit limit increase by emailing your dedicated account manager. Please note that credit limit increases are limited to once every 3 months.
Can I set up alerts for low credit or spend limits? Fraud and spend alerts are enabled by default and sent by email to account admins and cardholders.
What should I do if my card is blocked due to suspected fraud? If your card is blocked for suspected fraud, you will receive a notification from Keep. Follow the instructions in the notification.
How do I update my card details? If there have been changes to your business details, such as the address, please email support@trykeep.com
What types of merchants are considered high-risk or restricted? High-risk or restricted merchants include those involved in gambling, cryptocurrency exchanges, certain adult entertainment services, and more. For a full list, refer to Keep’s Prohibited and Restricted Activities policy.
Where can I find more detailed information about my transaction history? You can view your detailed transaction history in the Keep dashboard at app.trykeep.com/transactions
Contact
If you have any further questions, please contact our support team at support@keep.com.