Answered by Mukesh
The most common reason is that part of the card has already been spent, so the first step is to retrace recent purchases where it may have been used. The brand holds the live record of the balance, so their balance check is the place to confirm what has happened.
Another possibility is that you are checking the wrong card or entering the number incorrectly, since a single mistyped character can show a confusing result. Re checking the details carefully often clears up an apparent discrepancy.
If you have retraced spending and confirmed the details, and the balance still looks wrong, contact the brand with the card information, as they can see the transaction history. If the card was bought through our store and you need help, reach out to us with your order reference and we will assist.