If you're getting an error or your card won't add to Apple Wallet or Google Wallet, here are the most common reasons and what to do. You add your Ben card by entering its details in your phone's own wallet app — Ben can't add it, send it to your wallet, or re-send a verification code for you.

Apple Wallet and Google Wallet limit how many cards you can hold. On Apple Wallet this is usually around 8 cards, rising to about 12–16 on newer iPhones and iOS versions. Google Wallet doesn't publish a fixed number but can stop you adding more once you have several. If you've hit the limit, remove a card you don't need and try again.

You can't add a card that's frozen, or a physical card that hasn't been activated yet. Unfreeze it (see "Freezing and unfreezing your Ben card") or activate it (see "How do I activate my physical Ben card?"), then try again.

If you added this Ben card to your wallet before and then removed it, re-adding it can sometimes fail. Contact support and we'll look into it for you.

If your card was recently replaced or renewed, its details will have changed. Make sure you're entering your current card details — see "How to view your card details and PIN" — and remove any old version of the card from your wallet.

Your wallet may check the billing address on your card. Use the exact billing address shown for your card in Ben. See "What billing address do I use?".

When you add a card, your bank or card provider may send a one-time code to confirm it's you. If it doesn't arrive, check that the mobile number on your card is correct and up to date — see "Updating the phone number connected to your Ben card" — then try again. Ben doesn't send these codes.

Ben cards can't be added to Samsung Wallet at the moment.

If you've tried the above and still can't add your card, contact support and we'll help.