My card was declined
Your card may have been declined for a variety of reasons to help protect your security. Please review the following common reasons your card could have been declined and try your transaction again.
Card management
How do I request a virtual Brex card?
Brex admins and users will automatically be issued a virtual card upon account activation. To issue yourself an additional virtual card, follow the steps below. Step 1: Under Cards on the left side of your dashboard, click Manage cards.
What are the different types of cards I can get?
Brex has a variety of cards to choose from that allow you to control your team’s spend–physical cards, virtual cards, and vendor cards. All of these card types are considered credit cards, which you can learn more about here: Is the Brex card a debit card / secured card?.
How can I replace my card?
Both admins and users can replace a card from the Brex dashboard. Admins can also replace cards on behalf of users without contacting Brex Support. Note: Replacing your existing card will cancel it. To replace a card, please follow the steps below. Step 1: Under Card, click Manage cards.
When will my physical Brex card arrive?
You can expect your physical Brex card to arrive within seven to ten business days after you or a team member orders one. From your Brex dashboard, you can view the estimated arrival date or confirm the delivery address.
How do I view my card information?
You can view your card details, including your full card number, your CVV, and the billing address tied to your card, in both the Brex app and dashboard. Note: For security purposes, you’ll only be able to see the details of your own cards.
Can I make changes to an existing card?
There are a few scenarios where you may need to update the information associated with an existing card. Please read the relevant section below to learn what’s possible. Changing the shipping address If you have already requested a physical card, we unfortunately can’t alter the shipping address.
How do I cancel a card?
If your card is lost or compromised, you can cancel it from your Brex dashboard. An admin can also do this on your behalf without contacting Brex Support by following the steps below! Note: Canceling a card won’t automatically create a replacement.
How do I lock, cancel, and order a new card?
In the Brex dashboard, admins and users can lock, cancel, and issue new cards for themselves or other team members without contacting Brex Support. If your company admin has locked your card, they will need to unlock it in order for your card to be available for use again.
What information will my Brex card have on it?
Aside from your card number, CVV code, and expiration date, your physical card will also have your individual name on it. While you can assign a unique “card name” to each of your physical cards within your dashboard, this is for organization purposes only.
How can I protect my Brex card?
At Brex, we take the security of your card(s) seriously, and we're regularly investing in security measures to better protect you—and you can help us in ensuring the safety of your card number. To help protect your Brex card number, please follow these best practices.
How do I request a physical Brex card?
You can request a physical card from your Brex dashboard in three scenarios below. Note: These instructions are for any user wanting to issue a physical card to themselves. If you’re an admin trying to issue a card to another user, please read Can I request a physical card for…
How do I set a PIN on my account?
Having a PIN on your physical Brex card helps to maintain card security, and some merchants may even require that your card has one. When you activate your physical card, you’ll be prompted to create a 4-digit PIN.
How do I activate my card?
There are 2 ways to activate your new physical Brex card. Via SMS Step 1: From the phone number associated with your Brex account, text the last 4 digits of your card number to (415) 417-0824.
How do I lock/unlock another user’s card?
Admins can lock or unlock any cards that belong to other users in the dashboard by following the steps below. Note: If an admin locks the card that belongs to an employee or AP clerk, that user won’t be able to unlock their card again without admin approval.
How do I modify my vendor card’s lock date?
Vendor cards are created with automatic lock dates. If you or one of your employees need to use your vendor card again after this date, any admin on your account can modify the card’s lock date. Please follow the steps below, depending on your role type.
Can I request a physical card for another user?
Admins can request a physical Brex card on behalf of activated users by following the steps below. Once the steps have been completed, the user will be sent an email prompt to fill out their shipping details.
How do I lock/unlock my card?
You can lock or unlock your own card at any time from either your Brex dashboard or your app. Please follow the relevant steps below. Locked physical and virtual cards can be unlocked by the cardholder at their discretion.
Onboarding guide for employees & AP clerks
Welcome to Brex and congrats on your new corporate card! This guide will walk you through the setup process to ensure that you're getting the maximum value out of your Brex account. This guide is for employees and AP clerks that have been invited to join their company's Brex account.
Can I set a limit for each card?
We don't yet have the ability to set a limit for every card, but if you're looking to manage your team members' spend, please read How do I change a team member's user limit?.
Do Brex cards support Automatic Billing Updates (ABU)?
Automatic Billing Update (ABU) is an automated solution by Mastercard that allows cardholders to switch card-on-file credentials from an existing card to a new card. This allows you to move future transactions easily and migrate spend from the cards on file to newly-issued cards.
Why is the credit card number on my Brex dashboard different from the card I received in the mail?
Your virtual card and your physical Brex card intentionally have different numbers, expiration dates, and CVV codes. The cards are different so that in the event that your physical card gets damaged, lost, or stolen, you don't have to worry about changing or updating each of your online subscriptions.
How do I cancel the shipment of my new card?
If you requested a new physical card in error, please reach out to our support team right away via your Brex dashboard. We should be able to cancel the request as long as you contact us before 4pm PST on the day it was requested.
Does Brex work with Apple Pay, Google Pay, or Samsung Pay?
Yes! You may add your Brex Mastercard to your Apple, Google, or Samsung wallet. Visa is not supported at this time. If you use Apple Pay, you can add your card directly from the Brex mobile app with the click of a button.