Cards and Payment Method Issues

If your card isn't working the way you expect, this section covers the most common causes and how to fix each one.

Why is my card being declined?

A declined card is usually caused by a mismatch between the information you entered and what your bank has on file, or by a restriction set by your bank itself. Here are the most common reasons.

1. Address mismatch

The billing address you enter into the app must exactly match the address your bank has associated with your card — even small differences (like a missing apartment number) can cause a mismatch.

If the system asks you to update your address, it's important that you actually complete that step; skipping it means your card will keep being declined. If, after two attempts, the system is still asking you to update your address, contact your bank directly to confirm exactly what address they have on file before trying again.

2. Incorrect card details

Double-check that you've entered your card number, CVV (the security code), and expiration date correctly. Even a single small typo in any of these fields is enough to cause the transaction to be declined.

3. Card not supported

We only accept Visa and Mastercard credit or debit cards, and the card must be under your own name. We are unable to accept prepaid cards, Vanilla-brand gift cards, or Discover cards.

4. Using a card that isn't yours

The name on the card must match the name on the account exactly. If you try to use someone else's card — even a spouse's or family member's — the transaction will be declined.

5. Bank restrictions

Sometimes, even if everything on your end looks correct, your own bank may block the transaction for its own security reasons. If your card is still being declined after checking everything above, contact your bank directly and ask them to authorize online or international transactions and confirm there are no restrictions currently placed on your card.

6. Generic error messages

If you see a message like "Unable to continue with the transfer" or "Something went wrong," this usually means the system is still receiving a decline signal from your bank, or that some piece of information doesn't match what your bank expects.

ℹ️  Avoid making several attempts in a row without first correcting the underlying issue. Repeated failed attempts can result in your account being temporarily blocked as a security precaution.

My address doesn't match — what does that mean?

This specific error happens when the address associated with your card does not match the address you registered on our platform. As long as those two addresses remain different, this error message will keep appearing every time you try.

To resolve it, confirm or update the correct address linked to your card directly with your U.S. bank — they are the ones who control what address is on file for that card, not Palla.

How do I change my registered payment method?

1. Access your account by entering the email and phone number you originally signed up with.
2. Validate your mobile number when prompted.
3. Once you reach the payment screen, look for an option to use a different card.
4. Follow the on-screen steps in the app to add your new payment method.