If your payment is declined, there are a few common causes and steps to resolve it:
- Check your information – Make sure all credit card details are entered correctly on the Nusuk website.
- Try a smaller amount – If you were attempting a large top-up, start with a small test amount (e.g., 10 SAR) to ensure your card is accepted.
- 3D Secure / Secondary security feature – Many declines are caused by the card’s built-in online protection, called 3D Secure (or its equivalent):
- Bank of America: 3D Secure, 1-877-388-6581
- Chase: Verify by VISA, 1-800-654-9214
- Other banks: Check the number on the back of your card or search online for your card’s 3D Secure service
- Steps:
- Call the 3D Secure number for your bank.
- Ask to speak to a representative about the online transaction — explain it’s an international charge via Nusuk.
- Verify your identity as requested.
- Once approved, attempt the purchase again while on the phone with the representative, so the transaction is processed immediately.
Note: General customer service or fraud department agents may not be familiar with 3D Secure. You may need to ask for the correct department or speak to multiple representatives.
If you continue to experience difficulties, our call center is available to guide you through the process. Many pilgrims have successfully resolved this issue with our support.