Cards: Unauthorized or duplicate charges showing on the bank statement

If you see a debit for a rejected deposit attempt or a duplicate debit for the same transaction on your card statement, it could be an authorization charge from your card issuer.

What is an authorization charge?

When you make a deposit, your card issuer will first make an authorization charge to ensure you have enough funds to cover your transaction.

These charges can happen for declined transactions and approved transactions (in the form of a duplicate debit). When a deposit is approved, the amount is debited from your card balance, but you may find a second debit for the same amount on your bank statement. This second debit refers to the funds initially set aside for the authorization charge. These funds should be released automatically within 10 business days, leaving you with just one debit per deposit.

Depending on the card issuer, authorization charges are usually released automatically within 10-30 business days. Please contact your bank or card issuer to confirm their policy on releasing held funds.

What should I do to recover my funds?

If the debit still shows on your official card statement 10 business days after the declined transaction:

• Send us a screen capture or digital picture of your card statement.
• Make sure the statement shows the unauthorized debit and all transactions from that day until the present date.

If the debit relates to a duplicate charge for the same transaction and is still showing on your bank statement 10 business days after the date of the original charge:

1. Contact your card issuer and confirm with them if the transaction is settled.
2. If it is, request the ‘Acquirer Reference Number (ARN)’ for that transaction.
3. Send us that reference number (ARN) along with a scanned copy or a screenshot of your bank statement. The statement must show all transactions from one day before the original charge and until the present date.

Once we receive this information, we’ll be able to investigate the issue with our processor.

Keep in mind that we won't be able to set up an investigation with them until 10 business days have passed.

If you keep having issues depositing with your card, you should try a different payment method from the options available in the Cashier.

Important:

If your bank statement shows your full card or account number, edit the image and mask it before sending it to us. Otherwise, we won't be able to process your document, and we'll have to delete it instead. For example:

• For card numbers, replace all characters except the first 6 and the last 4 with asterisks (e.g., 444444******4444).
• For all other numbers, replace all characters except the first 1 and last 4 with asterisks (e.g., 7*****7777).
• For IBANs, replace all characters except the first two letters and last 4 numbers with asterisks (e.g., XX******************1234).