If your Float card has been locked, you can check the lock reason in Float, then follow the steps below to get your card spending again.
For more information, please see:
Overriding Auto-Lock on a Specific Card
Unlocking a Card Locked for Spend Compliance Policy Violation (Admin)
Why is My Card Locked for Spend Compliance Policy Violation and How Do I Unlock It
Guide Overview
What's the Difference Between a Paused and a Locked Card?
How to Find Out Why a Float Card was Paused or Locked?
Card Lock Reasons and How to Resolve Them
Card Pause Reason and How to Resolve
What's the Difference Between a Paused and a Locked Card?
Float cards can be stopped from spending in two different ways: by being Locked or Paused. It's important to understand the difference, as they have different resolution paths.
Locked Cards
A locked card has been stopped from spending, and the resolution path to unlock the card can be by the card owner or an Administrator, depending on the reason the card was locked.
Cards can be locked for the following reasons:
- Card locked by an Administrator
- Card locked by the card owner
- Card locked due to spend compliance violation
Paused Cards
A paused card has been stopped from spending by Float and can only be unpaused by contacting support@floatfinancial.com.
This usually happens when Float needs to protect your account, such as in cases of suspected fraud or risk concerns.
When a card is paused:
The card cannot be used for spending
Your team cannot unpause it in Float
You must contact Float Support at support@floatfinancial.com to unpause the card
How to Find Out Why a Float Card was Paused or Locked?
In the Float web app
- Log in at app.floatfinancial.com
- Navigate to Cards
- Filter for Card Status > Paused and/or Locked
- The card pause or lock reason will be displayed under the "Status" column
In the Float mobile app
- Open the Float mobile app
- Select the card (or select the card icon at the bottom of the screen)
- Open the card
- The locked or paused reason will display
Card Lock Reasons and How to Resolve Them
Locked due to submission policy violation
Locked due to PIN reset required
Locked by card owner
This lock reason occurs when a Float card has been manually locked by the card owner.
To unlock your own card:
- Log in to app.floatfinancial.com
- Cards > My Cards
- To the right of the card, select "Unlock Card"
Important Note:
- Spenders and Managers can only unlock a Float card that they locked themselves
- Administrators can unlock any user's card that was locked by the card owner
Locked by an Administrator
This card was locked by an Administrator for your business.
To unlock the card as a Spemder:
- Reach out to an Administrator for your business for more information
To unlock the card as an Administrator:
- Log in to app.floatfinancial.com
- Cards > Add Filter > Card Status > Locked
- To the right of the card, select "Unlock Card"
Locked due to submission policy violation
This lock reason happens because your business has a Submission Policy that requires certain transaction fields to be completed within a set timeframe. If those fields aren’t completed in time, the card is automatically locked.
The required fields are marked with a red asterisk (*) and commonly include:
Receipts
Descriptions
Vendors
GL codes
Tax Codes
To unpause the card, please see the following articles:
Why is My Card Locked for Spend Compliance Policy Violation and How Do I Unlock It
How to Edit Transactions as a Spender
Locked due to PIN reset required
If the card owner enters the wrong PIN too many times, the card will be automatically locked.
To unlock the card, the card owner will need to reset the PIN. For steps, see: Resetting a PIN on a Physical Card
Card Pause Reason and How to Resolve
Paused for suspicious transactions
This means the card was flagged and paused for suspicious activity or transactions.
To unpause the card:
-
Start a chat with Support
- Select Help in the top right-hand corner of the screen
-
Click Chat with Support
OR
- Email support at support@floatfinancial.com