Reward Pass - FAQs - Why Are My Reward Pass Transactions Declining and How Can I Unblock My Reward Pass?

Our Fraud Prevention team owns transaction-level rules that result in declines on our cards. While these rules are designed to prevent fraud, there will unfortunately always be times where legitimate transactions get declined. The team is always working on lowering false positives.

We are also working on increasing the speed at which cardholders can reattempt after initial decline by automating the escalation process for these false positives. In the near future, cardholders will be able to call Customer Service and explain their card is not working. From there, Customer Service will simply place a specific notation on the account and an automated bot will pick up the cards with the specific notation and exclude them from the rule(s) that they're hitting.

As it stands, having the cardholder contact CS directly is the best way to troubleshoot declines. The cardholder can reach out via the contact us form / live chat found in their digital wallet.