Step 1 - Confirm the card status is Active

Navigate to Consumers > Card Management. Search for the card using the Card ID or display number. Verify the Status field shows Active. If it shows Not Active, click Edit and change the status, then click Save.

Step 2 - Verify the card balance is greater than zero

In the card record, check the Credit field. A zero or negative balance will decline with every transaction. If the balance is empty, revalue the card before testing again. See How to Revalue a Prepaid Card in the Related Articles section.

Step 3 - Check for spending limit restrictions

Select the Credit Attributes tab on the card record. Review the Daily Limit, Weekly Limit, and Monthly Limit fields. If the cardholder has reached a limit, transactions will be declined until the limit period resets. Adjust limits if needed, then click Save.

Step 4 - Confirm the card physical type matches the reader

In the card record, check the Card Physical Type field. If the card is contactless but the machine expects a swipe card, the reader may not recognize it.

Note: An incorrectly configured physical type will not cause a transaction failure - the transaction still processes. However, if the machine type and card type are fundamentally incompatible (e.g., QR code on a swipe-only reader), the card cannot be read.

Step 5 - Check Card Group Limitations

If the card belongs to a Card Group, navigate to the group settings and confirm that the machine where the cardholder is trying to pay is not excluded from the allowed machine list. Card Group restrictions silently block transactions on excluded machines.

 

i  Tip: Quick Decline Reason Reference     Insufficient funds (code 1) - revalue the card.     Spending limit exceeded (code 3/4) - adjust limits or wait for reset.     Card not active (code 9) - activate the card in Card Management.     General system failure (code 6) - retry; if persistent, contact Nayax Support.

 

Step 1 - Check the maximum balance limit

Navigate to the card record > Credit Attributes tab. Check the Max Credit field. If the card is already at or near its maximum balance, the revalue will be blocked. Increase the Max Credit value if appropriate, then click Save.

Step 2 - Verify the revalue amount against the minimum threshold

Check the Min Credit Per Revalue field. If the operator or cardholder is attempting to add less than the minimum revalue amount, the transaction will be rejected. The revalue amount must be at or above this threshold.

Step 3 - Check the maximum single revalue limit

Review the Max Credit Per Revalue field. If the revalue amount exceeds this ceiling, the transaction will not go through. Reduce the revalue amount or adjust the limit.

Step 4 - Confirm revalue method is enabled

Revalue can be performed through five methods: Manual (Nayax Core), Credit Card at machine, Credit Card via Monyx app, Cash at machine, or Reward (system bonus). If the cardholder is trying to revalue via Monyx app, confirm the operator has enabled Monyx top-up in the account settings. If revaluing manually in Nayax Core, ensure you have clicked Save after entering the new credit amount.

Step 1 - Confirm the Reward Program is configured at the correct level

Rewards can be set at Operator Level (Administration > Operator > Reward Program tab) or at Card Level (Consumers > Card Management > select card > Reward Program tab). A card-level reward overrides the operator-level reward for that card. Verify that the correct level has the reward program populated with at least one tier.

Step 2 - Check the Revalue Amount threshold

In the Reward Program configuration, verify the Revalue Amount field. The cardholder must top up at least this amount in a single transaction for the reward to trigger. If they top up less than the threshold, no bonus is awarded.

Step 3 - Verify the Amount Percentage checkbox

Check whether the Amount Percentage is checked or unchecked:

• Checked - the Reward value is a percentage of the revalue amount (e.g., 10 = 10%).

• Unchecked - the Reward value is a fixed currency amount (e.g., 20 = 20 currency units).

Confirm that the correct interpretation is configured.

Step 4 - Confirm Auto-Apply setting for future cards

If new cards are not receiving operator-level rewards automatically, navigate to Administration > Operator > Auto PP Cards tab. Verify that the checkbox "Use Operator Reward Program" is checked.

This applies operator rewards to all newly auto-created cards. It does not retroactively apply to existing cards.

Step 1 - Verify the Excel template format

Use only the official Nayax Prepaid import template. The column headers must match exactly: CardNumber, DisplayCardNumber, CardType, CardPhysicalType, Status, Credit, MaxCredit, MinCreditPerRevalue, MaxCreditPerRevalue, ExpirationDate. Do not rename columns or add extra columns. 

Step 2 - Check for invalid characters in card identifiers

Card identifiers must be numeric for magnetic stripe cards and hexadecimal strings for contactless cards. Leading zeros must be preserved. If your spreadsheet software (e.g., Excel) automatically removes leading zeros, format the column as Text before entering values.

Step 3 - Confirm there are no duplicate Card Numbers in the import file

Each card number must be unique across the entire operator account. If a card number already exists in the system, the import row for that card will fail. Review import error logs in Nayax Core for the specific rows that failed.

Step 4 - Check the date format for expiration dates

Expiration dates must use the format YYYY-MM-DD. Dates entered in any other format (e.g., DD/MM/YYYY or MM-DD-YYYY) will cause import validation errors for those rows.

Step 1 - Confirm the date range in the report filter

In Nayax Core, navigate to the relevant report and verify the From Date and To Date filter values. Reports default to a limited lookback window. Extend the date range if transactions are not appearing.

Step 2 - Check the operator and machine filter selection

If you manage multiple operators or machine groups, confirm the report is filtered to the correct operator account and machine group. Transactions from sub-operators or other groups will not appear unless included in the filter.

Step 3 - Allow time for offline transactions to sync

If your deployment uses Offline Payments (Deferred Online), transactions are stored locally on the device and sync when connectivity is restored. Transactions from an offline period may not appear in reports until the machine reconnects to the network. Allow up to 24 hours after reconnection before escalating missing transactions.

 

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Examples

 

Symptom	Most Likely Cause	Resolution
Card declined at the machine - balance shows 0	No credit loaded	Revalue the card in Consumers > Card Management
Card declined at the machine - balance is positive	Spending limit reached or card inactive	Check Credit Attributes for daily/weekly/monthly limits; verify Status = Active
Revalue rejected - "exceeds maximum."	Revalue amount above Max Credit Per Revalue	Reduce revalue amount or increase the limit in Credit Attributes
Revalue successful, but no bonus awarded	Revalue the amount below the Reward Program threshold	Check the Revalue Amount field in the Reward Program; the cardholder must meet the minimum threshold
New cards are not receiving operator rewards	Auto-Apply not enabled	Enable "Use Operator Reward Program" in the Auto PP Cards tab
Import fails for some rows	Duplicate card numbers or invalid date format	Remove duplicates; ensure dates use YYYY-MM-DD format
Transactions missing from the report	Date range too narrow or offline sync pending	Widen the date filter; wait for offline devices to reconnect
Card works on some machines but not others	Card Group machine restriction	Review Card Group settings; remove machine restrictions if needed

 

Nayax Prepaid card is a closed-loop payment card that is not linked to a bank account. Operators preload it with credit, and cardholders use it to pay at Nayax-connected machines.

The card balance is managed entirely in Nayax Core under Consumers > Card Management.

Up to 3 reward tiers can be configured in a single Reward Program. Each tier has its own Revalue Amount threshold and reward value. Tiers are evaluated independently - a cardholder receives the reward for the highest tier their revalue amount qualifies for.

No. The Card Physical Type field is an organizational label only. A card configured as "Swipe" will still process as contactless if the physical card is contactless. The type setting does not affect transaction authorization.

When the Monthly Reload & Reset feature is enabled, the card credit is reset to the configured value on the scheduled reset date each month. If the card balance is above the reset amount, behavior depends on your reset configuration. Existing transactions are not affected by the reset.

Yes. Nayax Prepaid supports Offline Payments (Deferred Online). The machine stores the transaction locally and syncs to Nayax Core when connectivity resumes.

Note that the card balance is not verified in real time during offline mode, so spending limit checks may not apply until the machine reconnects.

Refunds to a Prepaid card are handled through the Nayax Core transaction management interface.

Locate the original transaction, right-click, and select the refund option. The refund amount is credited back to the card balance. A Refund Card type is also available for issuing credit as a separate card when a product is undispensed.

Revalue is the official Nayax term for adding credit to a Prepaid card. "Top-up" is acceptable in consumer-facing contexts (e.g., the Monyx app) because it is more familiar to end users. "Reload" is a legacy term and is still visible in some operator guides and Nayax Core documentation.

An operator-level Reward Program applies to all cards under the operator. A card-level Reward Program applies only to that specific card and overrides the operator-level setting for that card. If both are configured, the card-level program takes precedence.

15 rows likely failed validation. The most common causes are: duplicate card numbers already in the system, invalid or missing mandatory fields, unsupported date formats (use YYYY-MM-DD), or card numbers with special characters. Check the import error log in Nayax Core for the specific row-by-row results.