If your debit card has been declined you should have received an alert from our fraud detection system to verify your transaction. When you call, please make sure that you have your Novo account number and the special code that you've received from your fraud alert.
With both your account number and the alert code, you'll be able to verify your transaction.
If you're still having debit decline issues after you've called the fraud line, please reach out to support while you're logged into the app. Make sure your message to support includes the amount of the transaction that was declined, the merchant receiving the payment, and the last 4 digits of your debit card number.
If you have not yet signed up for fraud alerts, please contact the Novo support team from within the Novo app and we'll help you get set up!