1. Payment Declined by Your Bank
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Insufficient Funds:
Ensure you have sufficient funds in your bank card to cover the top-up amount
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Credit/Debit Limit Reached:
Verify that you have not exceeded your credit or debit card limit
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Other Declined Reasons:
Contact your bank, inform them about the payment attempt with YouTrip, and confirm that they recognise us as a trusted recipient. This should help resolve issues with future attempts.
2. Payment Declined by Our System
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Supported Card Providers:
Ensure that you are selecting either a Visa or Mastercard only. American Express (AMEX) cards are not supported.
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Locally-Issued Cards:
Verify that your card is issued by a local bank. Overseas cards are not supported.
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Country/Region stated on Apple Wallet:
The Apple Wallet has to be registered with a country/region stating Singapore. To change, refer to this FAQ.
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Exceeded Annual Transaction Limit:
If you have exceeded the annual transaction limit of SGD 100,000.00 (or equivalent in other currencies)
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Exceeded Wallet Limit:
If you have reached the wallet limit of SGD 20,000.00 (or equivalent in other currencies)
Why is there a limit?
As regulated by the Monetary Authority of Singapore (MAS), the maximum limit your YouTrip wallet can hold at any point in time is SGD 20,000.00 – regardless of the currencies, this value is held in.
YouTrip is a Major Payment Institution regulated by the MAS. Thus, there’s a limit to how much you can hold, withdraw, and spend with local e-wallets. The annual spending limit is consistent across all e-wallets like YouTrip, GrabPay, and others in Singapore.
How long does it take for a top up to be processed?
Typically, top-ups are processed immediately. However, in some cases, there may be a delay in our system and your transaction may be held in a "Pending" state, which should be completed within a few hours.
Why is my top up still reflected as "Pending" or not showing in the app?
You can refer to this FAQ to learn more about pending top-ups.