If a transaction on your transaction statement shows "declined", this does not mean that the purchase was declined at the merchant, but that we could not recover the amount through your bank.
You will first have to transfer this amount to unblock your account and be able to use bonsai again.
This can be done in 2 ways:
- In the app: you will get a notification under "Messages". You will be given the option to choose your bank. The amount + structured notification will be automatically filled in for you. Super simple! If an error message comes up, try the method below.
- Manually via your banking app: you received an email from us with the payment information (bank details and structured communication). You can see the amount outstanding with us in your app under "Messages". If you forward the payment with the correct structured message, the system will recognise it and your account will be unlocked.
As soon as the amount is processed by the system, you can continue planting trees as usual.