Has your Holiday Benefits payment failed? Find your situation below to get the right solution.
🔎 Check this first
First of all, make sure the retailer where you want to pay actually accepts Holiday Benefits. If you're unsure, read the article Where and how can I spend my Holiday Benefits?
My Holiday Benefits payment failed: how do I check my card and account settings?
If your Holiday Benefits payment fails, go through the following checks on your card and account:
- If this is your first payment with the physical card, make sure to use your PIN code → Get the PIN code for my Swile card
- Check that contactless payment is enabled → How do I enable or disable contactless payment?
- For an online payment, check that online payments are enabled → How do I enable or disable online payments?
- Check that your card is still active and hasn't expired → My card is about to expire, how do I get a new one?
- Check that your balance is sufficient to cover your purchase.
What should I do if my balance doesn't cover the purchase amount?
Holiday Benefits can't be used to pay for an amount higher than your available balance. Here's what to do:
- Online: the purchase amount must be less than or equal to your Holiday Benefits balance. If not, contact the retailer's customer service to pay in two instalments (Swile card + regular bank card).
- In store: ask the cashier to split the payment — part with your Swile card (make sure to say it's a bank card payment) and the rest with your own payment method.
🚫 Please note: it's not possible to activate the CB relay to top up a Holiday Benefits payment. Find out more about the CB relay
What should I do if my payment fails at an eligible retailer?
If your payment fails even though your balance is sufficient and the retailer seems eligible, you can request eligibility from your Swile account:
- Step 1: On the app, scroll through your recent payments (at the bottom of the Accounts page). On desktop, go to the Accounts menu then All my accounts.
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Step 2: Find the failed transaction. It will show the Make eligible - Refund button.
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Step 3: Click on Make eligible - Refund, then fill in the requested information.
Our team will then look into the failed payment. If the retailer is indeed eligible for Holiday Benefits, they'll make sure your payments go through there in future. And if you had to pay with your own money, they'll refund you the relevant amount — up to your available Holiday Benefits balance — and then deduct it from your Swile Holiday account.
Another account was debited instead of my Holiday Benefits, what should I do?
No worries, our team will sort it out. To report the issue:
- In the Accounts tab, click on the relevant transaction.
- Tap Report a problem.
Our team will check eligibility and offer you a suitable solution.
How do I pay for public transport with my Holiday Benefits?
To pay for public transport with Holiday Benefits, you need to use the ticket machines or kiosks, or the station ticket offices. You can't use Holiday Benefits to pay directly at metro gates or on buses.
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