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Troubleshooting payment issues: You have been charged twice / Card declined or blocked / Direct Debit payment failed

If you're encountering issues when trying to pay for your pass, such as card declines or direct debit failures, this guide will walk you through the common causes and how to resolve them.

Common Payment Issues and What They Mean


1. Card Declined

If you see an error message indicating that your card was declined, this usually means that your bank has rejected the transaction. This can happen for several reasons:

  • Insufficient funds in your account
  • Card expired
  • Incorrect card details entered (CVV, number, expiry date)
  • Bank security settings are blocking the transaction
What you can do:
  • Double-check your card details for typos
  • Ensure your card is still valid and has sufficient funds
  • Contact your bank to confirm if they’ve blocked the transaction and why
  • Try an alternative payment method if available

2. Card Blocked by Bank

Some banks automatically block transactions they perceive as unusual or potentially fraudulent. If your card was working previously and has suddenly stopped, your bank might have flagged the payment for security reasons.

What you can do:

  • Reach out to your bank or card issuer and confirm that the transaction is safe
  • Ask them to unblock the card or whitelist Zeelo
  • Attempt the payment again once your bank confirms it's safe to proceed

3. Direct Debit Payment Failed

If you’re using direct debit and your payment fails, this might be due to:

  • Insufficient funds in your account on the day the payment was due
  • Incorrect account details
  • Cancelled mandate with your bank
  • Bank rejecting the payment

What you can do:

  • Ensure your account has enough funds before the scheduled debit date
  • Check that your bank account details in your Zeelo account are accurate
  • Contact your bank to confirm if the mandate is active and there are no issues

How to Update Your Payment Details

Changing the card linked to a direct debit: Unfortunately, you cannot currently change the payment details linked to a Travel Pass in our app or web-app. You will be able to change the card/bank account details next time you purchase at checkout.

Changing the card linked to a Ride Bundle auto top-up: You can change the payment card used to automatically top-up credits in your ride bundle by selecting the ride bundle on your app home screen, selecting the "Auto top-up" feature, then changing the payment card details to use the next time you top-up your rides.

When to Contact Support

If you've tried the steps above and your payment is still failing, get in touch with our support team, which is here to help. Please contact us with the following:
  • A screenshot or description of the error message you received
  • The type of payment method you’re using (card or direct debit)
  • The last four digits of your card (if applicable)

Final Tips

  • Keep your app updated to avoid technical glitches
  • Make sure your internet connection is stable during payment
We understand how frustrating payment issues can be. Thank you for your patience as we work with you to resolve them quickly and get you back on the road.