Troubleshooting Global USD Card Issues

Overview

Global USD cards are Rain-powered virtual cards that spend from your Slash Global USD Account. They let eligible Global USD customers pay merchants anywhere Visa is accepted, using the available USDSL balance in the account.

If a Global USD card is declined, unavailable, or not working as expected, the cause is usually related to card access, available balance, card status, card limits, merchant restrictions, billing information, or merchant-side processing. This guide walks through the most common issues and what to check first.

Before you troubleshoot

Before reviewing a specific transaction, confirm these basics:

• You are viewing the correct Global USD Account and legal entity.
• Your Global USD Account is active and approved for card access.
• The card is active and has not been frozen, closed, or restricted.
• Your account has enough available USDSL balance for the attempted purchase.
• The purchase amount is within the card’s limits and card group rules.
• The merchant accepts Visa cards and supports the type of transaction you are attempting.

If you do not see the option to create a Global USD card

If the Cards page does not let you create a Global USD card, card access may not be available or approved yet.

Common reasons include:

• Your Global USD Account application is still under review.
• Your Global USD Account is approved, but your separate Global USD card-access application is still pending.
• Card access is not available for your entity, jurisdiction, residency, or account type.
• Slash needs additional information before enabling card access.

If the Cards page shows an application status, follow the instructions shown there. If you believe card access should be available but the option is missing, contact Slash support.

If your Global USD card is declined

A card decline means the attempted authorization was not approved. The merchant may show the decline immediately, while Slash may show the attempted transaction or decline details in your card activity.

Use the sections below to identify the most likely cause.

Insufficient available USDSL balance

Global USD cards spend from your available USDSL balance. If your balance is lower than the purchase amount, the transaction may be declined.

What to check:

• Open your Global USD Account and confirm the available USDSL balance.
• Check whether other pending transactions are reducing your available balance.
• If you recently added funds, confirm the deposit is completed and available before retrying.

Card limits or card group limits

A Global USD card may have transaction, daily, weekly, monthly, yearly, total, merchant category, MCC, or country controls. If the attempted purchase violates one of these rules, the card may decline even if your account has enough balance.

What to check:

• Open the card and review its limits.
• Check whether the card belongs to a card group with additional limits.
• Confirm whether the purchase exceeds a per-transaction or period-based spending cap.
• Review merchant category, MCC, and country controls if the merchant or purchase location is restricted.

Card status

A card must be active to authorize new transactions. Frozen, closed, blocked, or otherwise restricted cards may decline.

What to check:

• Open the card in Slash and review the current card status.
• If the card is frozen, unfreeze it before retrying.
• If the card is closed or expired, create or use a different card.

Merchant or country restrictions

Some merchants, merchant categories, countries, or transaction types may be blocked by card settings, compliance requirements, or the card network.

What to check:

• Confirm the merchant is not blocked by card-level or card-group-level controls.
• Check whether the card has country restrictions that would block the purchase.
• Try another merchant or payment method if the merchant does not accept this card type.

Billing address, card details, or verification mismatch

For online purchases, merchants often verify the card number, expiration date, CVV, and billing address. A mismatch may cause the merchant or processor to decline the transaction.

What to check:

• Open the card in Slash and copy the card number, expiration date, CVV, and billing address directly from the card details.
• Make sure the merchant checkout uses the same billing address shown for the card.
• If the merchant asks for a cardholder name, use the name shown for the card or the business/entity name associated with the card.

Merchant-side or network processing issue

Sometimes a card is declined because of the merchant’s processor, checkout flow, or supported payment types rather than your Slash account.

What to try:

• Confirm the merchant accepts Visa virtual cards.
• Retry the purchase after a few minutes if the merchant reports a temporary error.
• Try entering the card manually instead of using a saved card or browser autofill.
• Contact the merchant if Slash shows no attempted authorization for the purchase.

If a pending card transaction looks incorrect

Some card transactions appear as pending before they settle. Pending amounts can differ from the final settled amount, especially for merchants that use temporary authorizations, tips, deposits, holds, or estimated totals.

Examples include:

• Hotels, travel, and rental services that place holds.
• Restaurants or delivery services where the final amount may include a tip.
• Gas stations or other merchants that preauthorize an estimated amount.

If the amount is still pending, wait for the transaction to settle. If the final settled amount is incorrect or you do not recognize the transaction, contact Slash support.

If a refund has not appeared

Refund timing depends on the merchant and card network. A merchant may tell you a refund was issued before the refund appears in Slash.

What to check:

• Confirm the merchant processed the refund to the same Global USD card.
• Ask the merchant for a refund receipt or confirmation number.
• Check the card activity for a pending or posted refund.
• If the original card is closed, contact Slash support so we can help review where the refund should be routed.

If you do not recognize a card transaction

If you see a Global USD card transaction you do not recognize, take action promptly.

1. Open the card and review the merchant name, date, amount, and status.
2. Check whether the merchant name differs from the brand or website where the card was used.
3. Ask teammates who have access to the card whether they made the purchase.
4. Freeze the card if you believe the card details may be compromised.
5. Contact Slash support with the transaction details.

Do not share full card numbers or CVV values in support messages. Slash support can identify the card and transaction from the information in your account.

Information to send Slash support

If you need help with a Global USD card issue, include as much of the following information as possible:

• The legal entity or Global USD Account name.
• The card name or last four digits of the card.
• The merchant name.
• The attempted transaction amount and currency.
• The date and approximate time of the attempted purchase.
• Any decline message shown by the merchant.
• Whether the purchase was online, in-app, recurring, subscription-based, or through a mobile wallet.
• Whether you have already retried the transaction or changed card settings.

Quick troubleshooting checklist

If a Global USD card is not working, check these items first:

• Is Global USD card access approved for the account?
• Is the card active?
• Is there enough available USDSL balance?
• Does the purchase fit within the card’s transaction and period limits?
• Is the merchant category, MCC, or country allowed?
• Did you enter the correct card number, expiration date, CVV, and billing address?
• Does the merchant accept Visa virtual cards?
• Does Slash show an attempted authorization or decline for the purchase?

Need more help?

If you cannot resolve the issue from the checks above, contact Slash support from your dashboard. Include the card name or last four digits, merchant name, amount, date, time, and any decline message you received. Do not send full card numbers, CVV values, or screenshots containing sensitive card details.