Customer support faqs

Why was my purchase not approved with Walnut?


We strive to accurately evaluate customer limits and potential approvals with every purchase attempt. Our automated system reviews how long you've been a Walnut user, the information you provided when you applied (which includes a soft credit check), any purchase history with Walnut, current economic conditions, and many other factors.

The decision of whether or not to approve a Walnut payment plan is based on an automated assessment and may differ from merchant to merchant based on the loan eligibility criteria we have negotiated with each merchant. We understand that it can be frustrating to be declined for a purchase after being approved in the past. However, our approval process helps Walnut responsibly offer our services to our customers.

Specific reasons why your purchase may not have been approved may include our inability to verify your identity, credit score, or income. If your application can’t be approved, we hope you’ll give us another chance in the future. If you have specific questions regarding your application, you can contact us at help@hellowalnut.com.