Can’t get my youngest daughter’s HyperJar card to work??

MargeryKempe

Both my girls have had Hyperjar accounts since March this year & they both have their cards. My partner and I both have the app and I have got my eldest daughter’s card/jars on my account and my partner has his own separate HyperJar with my youngest daughter’s card/jars on it. My eldest daughter’s card has always been fine and she uses it all the time on Apple Pay. My youngest daughter’s card has never worked! She didn’t try it out for ages (she’s a saver & yes I know hyperjar isn’t the best option for her saving!) and my 13yr old kept hiding her card! We have tried the 11yr old’s card in Waterstones, WHSmith and Sainsburys and it has never worked, it always gets declined. I checked and my partner says there is money in all of her Jars including her main one and that it was enough to cover the purchases we tried. Any idea what’s going on? I have got my partner to look up the PIN for the card on the app and have got it ready to try out next time (so we can try chip & pin instead of contactless) otherwise no idea. I don’t think my eldest has ever had to use her PIN?? Thanks so much, M

debsy42

Are you able to check in the app if the card has been frozen, if she didn't use it for ages then tried to use it then it may have been flagged as suspicious and the card frozen. Or could be like my card where I had to use the pin number the first time I used it for for security.

wiseonesomeofthetime

My daughter had the same issue with her card, after a long period of inactivity.

I spoke to Customer Service through their in-app Chat feature and, after they could not establish any reason why it would not work either, they sent out a replacement card FOC.

Try chatting to them and see what they say. Will need to be the parent whose app holds the actual account, mind. In my case, it was me. They could not do it through her mother's app as the card was linked to my app.

MargeryKempe

Thanks both that’s extremely helpful!

MargeryKempe

It sounds like my partner and youngest have tried out the card today with the PIN and it’s worked. Hurray! TBH I didn’t even know the HyperJar cards had a PIN until the last couple of weeks or so. Not sure what shop it worked in but feeling very relieved . Thanks for help!