A transaction that doesn’t go through doesn’t necessarily mean there’s a problem with your account. It may fail for a number of reasons.
Possible reasons for a failed transaction
Insufficient balance
Make sure you have enough available balance in your account to complete the transaction.
Security verification failed (biometrics/6-digit PIN)
Some transactions require additional verification using biometrics or your 6-digit PIN.
Temporary technical issue
The transaction may fail because of a temporary network or Telekom app issue.
What you can do
Before trying the transaction again:
- Check that you have enough available balance.
- Make sure biometrics are set up on your device.
- Complete the 3D Secure verification.
- Follow the steps to change your 6-digit PIN if you can’t remember it.
- If there’s a temporary technical issue, wait a few minutes and try again.
If the error appears in the app
If the transaction fails while you’re making a payment in the app, try the following:
- Restart your device.
- Uninstall and reinstall the app.
- If you’re using Wi-Fi, try making the transaction using mobile data instead.
If the problem persists after you’ve tried these steps, contact us through the Magenta Pay app.