How to troubleshoot declined credit card transactions

Learn what to do if your credit card transaction is declined and how to explore solutions in CIBC Online Banking^® or the CIBC Mobile Banking^® App.

Demo screen 1: CIBC homepage. A pulsing animation highlights the "Sign on" button.

Demo screen 2: Overview of topics covered in this demo. A pulsing animation highlights the "Incorrect or Locked PIN (In-Store)" link.

Demo screen 3: CIBC Online Banking homepage. A pulsing animation highlights the "More options" button for a credit card.

Demo screen 4: CIBC Online Banking homepage with a dropdown menu. A pulsing animation highlights the "Manage my card" link.

Demo screen 5: Manage My Card page for a card. A pulsing animation highlights the "Choose PIN" button on a list of actions.

Demo screen 6: Dialog overlay to choose your new PIN. A pulsing animation highlights the "Next" button.

Demo screen 7: Dialog overlay with a form to confirm identity. A pulsing animation highlights the "Send code" button.

Demo screen 8: Dialog overlay with a form to confirm identity. A pulsing animation highlights the "Next" button.

Demo screen 9: Dialog overlay with instructions to confirm your PIN in-person. A pulsing animation highlights the "In-store purchase" tab.

Demo screen 10: Dialog overlay with instructions to confirm your PIN in-person. A pulsing animation highlights the "Done" button.

Demo screen 11: Overview of topics covered in this demo. A pulsing animation highlights the "Information Verification Mismatch (Online)" link.

Demo screen 15: Overview of topics covered in this demo. A pulsing animation highlights the "Not Enough Available Credit (Online & In-Store)" link.

Demo screen 16: CIBC Online Banking homepage. A pulsing animation highlights the "More options" button for a credit card.

Demo screen 17: Credit Card Details page. A pulsing animation highlights the "Credit Available" value in the "Credit Details" section of the "Transactions" tab.

Demo screen 18: Overview of topics covered in this demo. A pulsing animation highlights the "Real-time Fraud Alerts (Online & In-Store)" link.

Demo screen 19: Mobile phone illustration. A pulsing animation highlights the screen of the mobile phone in the illustration.

Demo screen 20: Overview of topics covered in this demo. A pulsing animation highlights the "Activate New or Replacement Credit Card (Online & In-Store)" link.

Demo screen 21: CIBC Online Banking homepage. A pulsing animation highlights the "Activate card" link.

Demo screen 22: Activate card page. A pulsing animation highlights the "Card number" field.

Demo screen 23: Activate card page. A pulsing animation highlights the "Activate card" button.

Demo screen 24: Screen confirming demo is complete. No pulsing animation.

Your progress 1 of

Step 1 : Let's get started on your web browser

Select the "Sign on" button in the demo to continue.

Step 2 : Review the scenarios covered in this demo

For help with an incorrect or locked PIN, go to step 3.

For help with an information verification mismatch, go to step 11.

To learn what to do when you don't have enough available credit, go to step 15.

To learn about real-time fraud alerts, go to step 18.

To learn about activating a new or replacement credit card, go to step 20.

Step 3 : Select which card you'd like to troubleshoot for declined transactions

On the CIBC Online Banking homepage, select the three-dot menu for the card you need to troubleshoot.

Step 4 : Go to "Manage my card"

On the dropdown menu that opens, select "Manage my card" from the options.

Step 5 : Learn how to update your PIN

First, we'll explore how to choose a new PIN for your card. Updating your PIN may help resolve issues with declined transactions.

On the Manage My Card page for the credit card you chose, select "Choose PIN" from the menu.

Step 6 : Enter a 4-digit PIN

On the dialog box, enter a new 4-digit PIN.

Then, enter the PIN a second time to ensure both PIN entries match. Once you're done, select the "Next" button.

Step 7 : Verify your identity

You may be prompted to confirm your identity with a one-time verification code.

From the dropdown menu for "Contact method", choose your preferred method to receive the code and select the "Send code" button.

If you aren't prompted to enter a code, go to the next step.

Step 8 : Enter your verification code

Once the code has been sent to you, there will be a field to enter it.

Enter the verification code and select the "Next" button.

Step 9 : Validate your PIN with your card in-person

Once you've provided the verification code to confirm your PIN, you'll also need to verify it in-person.

Within 14 days of saving this new PIN, visit a CIBC ATM or complete an in-store purchase using the PIN to ensure the PIN is validated and saved.

Review the instructions for how to validate your PIN at a CIBC ATM. When you're finished, select the "In-store purchase" tab.

Step 10 : Find out how to validate your PIN in-store

Review the instructions for validating your PIN in-store by making a purchase with your card. When you're finished, select the "Done" button to continue.

Step 11 : Learn what to do if you have an information verification mismatch

Select the chevron for "Information Verification Mismatch" to continue.

Step 12 : Go to "Profile"

From the CIBC Online Banking homepage, find and select "Profile".

Step 13 : Edit your personal information

To help resolve the declined transaction, review your name, home address (billing address) and phone number. Check to ensure all the information you entered for your online purchase matches what we have on file at CIBC.

To update these details, find the "Contact information" section and select the "Edit" link to update your information.

You can also try updating your billing address or phone number with the merchant directly.

Step 14 : Save your changes

Once you've updated your personal information, select the "Save changes" button to save your profile changes.

If your issue still isn't resolved after taking these steps, check to ensure your credit card number, expiration date, CVV and the name found on your card are entered exactly as they appear for your online purchase. Accurate card details help prevent declined transactions.

Step 15 : Learn what to do if you don't have enough available credit

Select the chevron for "Not Enough Available Credit (Online & In-Store)" to continue.

Step 16 : Choose which card to check available credit for

On the CIBC Online Banking homepage, select the three-dot menu for the card that may not have enough available credit, or that you'd like to check the available credit for.

Step 17 : Review the available credit amount

Within the "Transactions" tab, check the "Credit Available" in the credit details to ensure you have enough credit to complete your purchase.

If your credit card doesn't have enough available credit for a purchase, you can make a payment from your CIBC deposit account to increase your available credit.

Transactions can only be completed if your credit card account is in good standing.

Step 18 : Learn about real-time fraud alerts

Select the chevron for "Real-time Fraud Alerts (Online & In-Store)" to continue.

Step 19 : Understand how real-time fraud alerts work

You may receive a fraud alert from CIBC by text message (short code: 242-225) to verify a transaction. If you receive a text like this, review the transaction details carefully.

If you recognize the transaction and reply "Y" for "Yes", the transaction will proceed, and your account will stay secure.

If you don't recognize the transaction and reply "N" for "No", you'll receive instructions on how to dispute the transaction.

CIBC will never ask for sensitive account information via text message. Don't provide this information to anyone asking for it over text; they may be trying to gain unauthorized access to your accounts.

Step 20 : Learn how to activate a new or replacement credit card

Select the chevron for "Activate New or Replacement Credit Card (Online & In-Store)" to continue.

Step 21 : Find the "Activate card" option

Another reason for a declined credit card transaction could be that your new or replacement credit card isn't activated yet.

From the CIBC Online Banking homepage, find and select "Activate card".

Step 22 : Enter your card details

On the Activate card page, enter the credit card details of the card you'd like to activate.

If you recently got a new CIBC credit card, activating it online may resolve issues with declined transactions.

Step 23 : Select the "Activate card" button

Once you've entered all of your card details, select the "Activate card" button to complete the process.

Step 24 : Great job!

You've successfully learned how to troubleshoot declined credit card transactions.

Your progress 1 of

Step 1 : Let's get started on your web browser

Select the "Sign on" button in the demo to continue.

Step 2 : Review the scenarios covered in this demo

For help with an incorrect or locked PIN, go to step 3.

For help with an information verification mismatch, go to step 11.

To learn what to do when you don't have enough available credit, go to step 15.

To learn about real-time fraud alerts, go to step 18.

To learn about activating a new or replacement credit card, go to step 20.

Step 3 : Select which card you'd like to troubleshoot for declined transactions

On the CIBC Online Banking homepage, select the three-dot menu for the card you need to troubleshoot.

Step 4 : Go to "Manage my card"

On the dropdown menu that opens, select "Manage my card" from the options.

Step 5 : Learn how to update your PIN

First, we'll explore how to choose a new PIN for your card. Updating your PIN may help resolve issues with declined transactions.

On the Manage My Card page for the credit card you chose, select "Choose PIN" from the menu.

Step 6 : Enter a 4-digit PIN

On the dialog box, enter a new 4-digit PIN.

Then, enter the PIN a second time to ensure both PIN entries match. Once you're done, select the "Next" button.

Step 7 : Verify your identity

You may be prompted to confirm your identity with a one-time verification code.

From the dropdown menu for "Contact method", choose your preferred method to receive the code and select the "Send code" button.

If you aren't prompted to enter a code, go to the next step.

Step 8 : Enter your verification code

Once the code has been sent to you, there will be a field to enter it.

Enter the verification code and select the "Next" button.

Step 9 : Validate your PIN with your card in-person

Once you've provided the verification code to confirm your PIN, you'll also need to verify it in-person.

Within 14 days of saving this new PIN, visit a CIBC ATM or complete an in-store purchase using the PIN to ensure the PIN is validated and saved.

Review the instructions for how to validate your PIN at a CIBC ATM. When you're finished, select the "In-store purchase" tab.

Step 10 : Find out how to validate your PIN in-store

Review the instructions for validating your PIN in-store by making a purchase with your card. When you're finished, select the "Done" button to continue.

Step 11 : Learn what to do if you have an information verification mismatch

Select the chevron for "Information Verification Mismatch" to continue.

Step 12 : Go to "Profile"

From the CIBC Online Banking homepage, find and select "Profile".

Step 13 : Edit your personal information

To update these details, find the "Contact information" section and select the "Edit" link to update your information.

You can also try updating your billing address or phone number with the merchant directly.

Step 14 : Save your changes

Once you've updated your personal information, select the "Save changes" button to save your profile changes.

Step 15 : Learn what to do if you don't have enough available credit

Select the chevron for "Not Enough Available Credit (Online & In-Store)" to continue.

Step 16 : Choose which card to check available credit for

On the CIBC Online Banking homepage, select the three-dot menu for the card that may not have enough available credit, or that you'd like to check the available credit for.

Step 17 : Review the available credit amount

Within the "Transactions" tab, check the "Credit Available" in the credit details to ensure you have enough credit to complete your purchase.

If your credit card doesn't have enough available credit for a purchase, you can make a payment from your CIBC deposit account to increase your available credit.

Transactions can only be completed if your credit card account is in good standing.

Step 18 : Learn about real-time fraud alerts

Select the chevron for "Real-time Fraud Alerts (Online & In-Store)" to continue.

Step 19 : Understand how real-time fraud alerts work

You may receive a fraud alert from CIBC by text message (short code: 242-225) to verify a transaction. If you receive a text like this, review the transaction details carefully.

If you recognize the transaction and reply "Y" for "Yes", the transaction will proceed, and your account will stay secure.

If you don't recognize the transaction and reply "N" for "No", you'll receive instructions on how to dispute the transaction.

Step 20 : Learn how to activate a new or replacement credit card

Select the chevron for "Activate New or Replacement Credit Card (Online & In-Store)" to continue.

Step 21 : Find the "Activate card" option

Another reason for a declined credit card transaction could be that your new or replacement credit card isn't activated yet.

From the CIBC Online Banking homepage, find and select "Activate card".

Step 22 : Enter your card details

On the Activate card page, enter the credit card details of the card you'd like to activate.

If you recently got a new CIBC credit card, activating it online may resolve issues with declined transactions.

Step 23 : Select the "Activate card" button

Once you've entered all of your card details, select the "Activate card" button to complete the process.

Step 24 : Great job!

You've successfully learned how to troubleshoot declined credit card transactions.

Demo screen 1: CIBC Mobile Banking App sign on screen. A pulsing animation highlights the "Sign on" button.

Demo screen 3: CIBC Mobile Banking App homepage. A pulsing animation highlights the credit card account button.

Demo screen 4: Manage My Card page for a card. A pulsing animation highlights the "Choose PIN" button on a list of actions.

Demo screen 5: Choose your new PIN page. A pulsing animation highlights the "Next" button.

Demo screen 6: Dialog overlay with instructions to confirm your PIN in-person. A pulsing animation highlights the "In-store purchase" tab.

Demo screen 7: Dialog overlay with instructions to confirm your PIN in-person. A pulsing animation highlights the "Done" button.

Demo screen 8: Overview of topics covered in this demo. A pulsing animation highlights the "Information Verification Mismatch (Online)" link.

Demo screen 11: Identity Verification page. A pulsing animation highlights the "Next" button.

Demo screen 13: Overview of topics covered in this demo. A pulsing animation highlights the "Not Enough Available Credit (Online & In-Store)" link.

Demo screen 14: CIBC Mobile Banking App homepage. A pulsing animation highlights the credit card account button.

Demo screen 15: Credit Card Details page. A pulsing animation highlights the "Credit Available" value in the "Credit Details" section.

Demo screen 16: Overview of topics covered in this demo. A pulsing animation highlights the "Real-time Fraud Alerts (Online & In-Store)" link.

Demo screen 17: Mobile phone illustration. A pulsing animation highlights the screen of the mobile phone in the illustration.

Demo screen 18: Overview of topics covered in this demo. A pulsing animation highlights the "Activate New or Replacement Credit Card (Online & In-Store)" link.

Demo screen 19: CIBC Mobile Banking App homepage. A pulsing animation highlights the "More" tab.

Demo screen 20: CIBC Mobile Banking App More options menu. A pulsing animation highlights the "Activate card" button.

Demo screen 21: Activate card page. A pulsing animation highlights the "Activate Card" button.

Demo screen 22: Screen confirming demo is complete. No pulsing animation.

Your progress 1 of

Step 1 : Let's get started on the mobile app

Select the "Sign on" button in the demo to continue.

Step 2 : Review the scenarios covered in this demo

For help with an incorrect or locked PIN, go to step 3.

For help with an information verification mismatch, go to step 8.

To learn what to do when you don't have enough available credit, go to step 13.

To learn about real-time fraud alerts, go to step 16.

To learn about activating a new or replacement credit card, go to step 18.

Step 3 : Select a card you'd like to troubleshoot for declined transactions

On the CIBC Mobile Banking App homepage, select the chevron icon for the card you need to troubleshoot.

Step 4 : Learn how to update your PIN

First, we'll explore how to choose a new PIN for your card. Updating your PIN may help resolve issues with declined transactions.

On the Manage My Card page for the credit card you chose, select "Choose PIN" from the menu.

Step 5 : Enter a 4-digit PIN and verify your identity if prompted

On the dialog box, enter a new 4-digit PIN.

Then, enter the PIN a second time to ensure both PIN entries match. Once you're done, select the "Next" button.

After selecting "Next", you may be prompted to confirm your identity with a one-time verification code.

If that happens, choose your preferred method to receive the code from the dropdown menu for "Contact method". Then, select the "Send code" button. Once you receive the code, enter it in the field provided and select the "Next" button on-screen.

If you aren't prompted to enter a code, you'll be taken right to a screen with information about validating your PIN in-store.

Step 6 : Validate your PIN with your card in-person

Within 14 days of saving this new PIN, you'll need to visit a CIBC ATM in person or complete an in-store purchase to ensure the PIN is validated and saved.

Review the instructions for how to validate your PIN at a CIBC ATM. When you're finished, select the "In-store purchase" tab.

Step 7 : Find out how to validate your PIN in-store

Review the instructions for validating your PIN in-store by making a purchase with your card. When you're finished, select the "Done" button to continue.

Step 8 : Learn what to do if you have an information verification mismatch

Select the chevron for "Information Verification Mismatch" to continue.

Step 9 : Go to "Profile"

From the CIBC Mobile Banking App homepage, find and select "Profile".

Step 10 : Edit your personal information

To help resolve the declined transaction, review your name, home address (billing address) and phone number to ensure the information you entered for your online purchase matches what we have on file at CIBC.

To update this information, find the "Contact information" section and select the pencil icon to update your information.

You can also try updating your billing address or phone number with the merchant directly.

Step 11 : Verify your identity

You may be prompted to confirm your identity with a one-time verification code.

From the options available, choose the contact method and phone number you'd like the code sent to. Then, select the "Send code" button.

Once the verification code has been sent to you, there will be a field to enter it.

Enter the code and select the "Next" button.

Step 12 : Confirm your changes have been saved

Once you've updated your personal information and the verification code has been entered, there will be a message on-screen confirming you've updated your information. Select "OK" to confirm your changes have been saved.

Step 13 : Learn what to do if you don't have enough available credit

Select the chevron for "Not Enough Available Credit (Online & In-Store)" to continue.

Step 14 : Choose which card to check available credit for

On the CIBC Mobile Banking App homepage, select the chevron icon for the card that may not have enough available credit, or that you'd like to check the available credit for.

Step 15 : Review the available credit amount

In the credit details for the card you selected, check the "Credit Available" amount to ensure you have enough credit to complete your purchase.

If your credit card doesn't have enough available credit for a purchase, you can make a payment from your CIBC deposit account to increase your available credit.

Transactions can only be completed if your credit card account is in good standing.

Step 16 : Learn about real-time fraud alerts

Select the chevron for "Real-time Fraud Alerts (Online & In-Store)" to continue.

Step 17 : Understand how real-time fraud alerts work

You may receive a fraud alert from CIBC by text message (short code: 242-225) to verify a transaction. If you receive a text like this, review the transaction details carefully.

If you recognize the transaction and reply "Y" for "Yes", the transaction will proceed, and your account will stay secure.

If you don't recognize the transaction and reply "N" for "No", you'll receive instructions on how to dispute the transaction.

Step 18 : Learn how to activate a new or replacement credit card

Select the chevron for "Activate New or Replacement Credit Card (Online & In-Store)" to continue.

Step 19 : Find the additional options for your card

Another reason for a declined credit card transaction could be that your new or replacement credit card isn't activated yet.

From the CIBC Mobile Banking App homepage, go to the menu bar and select "More".

Step 20 : Find the "Activate card" option

From the available options, find and select "Activate card".

Step 21 : Enter your card details

On the Activate card page, enter the credit card details of the card you'd like to activate. When you're finished, select the "Activate Card" button to complete the process.

If you recently got a new CIBC credit card, activating it online may resolve issues with declined transactions.

Step 22 : Great job!

You've successfully learned how to troubleshoot declined credit card transactions.

Want an overview of all the steps?

For full instructions on how to troubleshoot declined credit card transactions, check out the step-by-step process all in one place.

Show all steps for web browser

Show all steps for mobile app

Common reasons for declined credit card transactions

Incorrect or locked PIN

If you enter the wrong PIN multiple times or your PIN is locked, your transaction may be declined at the point of sale.

Real-time fraud alerts

Our fraud monitoring system may decline online or in-store transactions that seem suspicious or out of your normal spending pattern.

Information verification mismatch

Online purchases may be declined if the information you provide, such as your address or card details, doesn’t match the information we have on file.

Activate new or replacement credit card

If you’re using a new or replacement credit card, ensure it’s activated before making purchases online or in-store.

Not enough available credit or overlimit

Your online or in-store transaction can be declined if you don’t have enough available credit or have exceeded your card’s limit.

Expired credit card

Your online or in-store transactions may be declined if your card has passed its expiry date.

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How to troubleshoot declined credit card transactions

Step 1 : Let's get started on your web browser

Step 2 : Review the scenarios covered in this demo

Step 3 : Select which card you'd like to troubleshoot for declined transactions

Step 4 : Go to "Manage my card"

Step 5 : Learn how to update your PIN

Step 6 : Enter a 4-digit PIN

Step 7 : Verify your identity

Step 8 : Enter your verification code

Step 9 : Validate your PIN with your card in-person

Step 10 : Find out how to validate your PIN in-store

Step 11 : Learn what to do if you have an information verification mismatch

Step 12 : Go to "Profile"

Step 13 : Edit your personal information

Step 14 : Save your changes

Step 15 : Learn what to do if you don't have enough available credit

Step 16 : Choose which card to check available credit for

Step 17 : Review the available credit amount

Step 18 : Learn about real-time fraud alerts

Step 19 : Understand how real-time fraud alerts work

Step 20 : Learn how to activate a new or replacement credit card

Step 21 : Find the "Activate card" option

Step 22 : Enter your card details

Step 23 : Select the "Activate card" button

Step 24 : Great job!

Step 1 : Let's get started on your web browser

Step 2 : Review the scenarios covered in this demo

Step 3 : Select which card you'd like to troubleshoot for declined transactions

Step 4 : Go to "Manage my card"

Step 5 : Learn how to update your PIN

Step 6 : Enter a 4-digit PIN

Step 7 : Verify your identity

Step 8 : Enter your verification code

Step 9 : Validate your PIN with your card in-person

Step 10 : Find out how to validate your PIN in-store

Step 11 : Learn what to do if you have an information verification mismatch

Step 12 : Go to "Profile"

Step 13 : Edit your personal information

Step 14 : Save your changes

Step 15 : Learn what to do if you don't have enough available credit

Step 16 : Choose which card to check available credit for

Step 17 : Review the available credit amount

Step 18 : Learn about real-time fraud alerts

Step 19 : Understand how real-time fraud alerts work

Step 20 : Learn how to activate a new or replacement credit card

Step 21 : Find the "Activate card" option

Step 22 : Enter your card details

Step 23 : Select the "Activate card" button

Step 24 : Great job!

Step 1 : Let's get started on the mobile app

Step 2 : Review the scenarios covered in this demo

Step 3 : Select a card you'd like to troubleshoot for declined transactions

Step 4 : Learn how to update your PIN

Step 5 : Enter a 4-digit PIN and verify your identity if prompted

Step 6 : Validate your PIN with your card in-person

Step 7 : Find out how to validate your PIN in-store

Step 8 : Learn what to do if you have an information verification mismatch

Step 9 : Go to "Profile"

Step 10 : Edit your personal information

Step 11 : Verify your identity

Step 12 : Confirm your changes have been saved

Step 13 : Learn what to do if you don't have enough available credit

Step 14 : Choose which card to check available credit for

Step 15 : Review the available credit amount

Step 16 : Learn about real-time fraud alerts

Step 17 : Understand how real-time fraud alerts work

Step 18 : Learn how to activate a new or replacement credit card

Step 19 : Find the additional options for your card

Step 20 : Find the "Activate card" option

Step 21 : Enter your card details

Step 22 : Great job!

Want an overview of all the steps?

How to troubleshoot declined credit card transactions: Web browser

Step 1: Let's get started on your web browser

Step 2: Review the scenarios covered in this demo

Step 3: Select which card you'd like to troubleshoot for declined transactions

Step 4: Go to "Manage my card"

Step 5: Learn how to update your PIN

Step 6: Enter a 4-digit PIN

Step 7: Verify your identity

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CIBC Mobile Banking^® App