Help: Withdrawal declined — "Information about card/address/phone was invalid" — despite matching details

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Hi everyone,

I'm trying to withdraw earnings from article payments, and every attempt fails with:

Payment status: Information about card/address/phone was invalid

Here's what I've already checked and confirmed matches:

  • Name: Card and MQL5 profile both show the exact same name
  • Location: MQL5 profile shows Pakistan (country only), which matches the card's issuing country
  • Phone number: Updated my profile's phone number to match the one registered with the bank for this card, verified via SMS code — still declined with the same message

The card is an HBL (Habib Bank Limited) debit card, Mastercard. It's fully verified with the bank, and I've used it successfully for deposits/purchases on MQL5 before (those go through instantly) — it's specifically withdrawals that fail with this message.

Has anyone dealt with this exact decline reason? A few things I'm trying to figure out:

  1. Could this be related to HBL's "international usage" toggle only covering outgoing payments, not incoming/refund-type transactions?
  2. Has anyone successfully withdrawn to an HBL card before, and if so, did you need to do anything specific on the bank's side first?
  3. Is there a way to see exactly which of the three (card/address/phone) is actually the mismatch, rather than the generic combined message?

Any help or shared experience would be genuinely appreciated. Thanks in advance.

 
Syed Jawad Hussain Naqvi:

Hi everyone,

I'm trying to withdraw earnings from article payments, and every attempt fails with:

Payment status: Information about card/address/phone was invalid

Here's what I've already checked and confirmed matches:

  • Name: Card and MQL5 profile both show the exact same name
  • Location: MQL5 profile shows Pakistan (country only), which matches the card's issuing country
  • Phone number: Updated my profile's phone number to match the one registered with the bank for this card, verified via SMS code — still declined with the same message

The card is an HBL (Habib Bank Limited) debit card, Mastercard. It's fully verified with the bank, and I've used it successfully for deposits/purchases on MQL5 before (those go through instantly) — it's specifically withdrawals that fail with this message.

Has anyone dealt with this exact decline reason? A few things I'm trying to figure out:

  1. Could this be related to HBL's "international usage" toggle only covering outgoing payments, not incoming/refund-type transactions?
  2. Has anyone successfully withdrawn to an HBL card before, and if so, did you need to do anything specific on the bank's side first?
  3. Is there a way to see exactly which of the three (card/address/phone) is actually the mismatch, rather than the generic combined message?

Any help or shared experience would be genuinely appreciated. Thanks in advance.

You must contact Service Desk, as this type of support is strictly not handled through the forum.

Follow the prompts in the chatbot in the correct order. The system will eventually allow you to submit a ticket to speak with a support agent.

https://www.mql5.com/en/ contact
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Send your messages and see the history of your requests to the mql5.com support team even if you are not registered on the website.
 
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