Why has my payment been reversed?

If the merchant hasn't accepted your payment after 14 or more days, the money may be returned to your account as a reversed payment. Sometimes, a merchant can cancel a payment at the point of sale due to security issues, which will also show as reversed on your account.

I was charged for a transaction that did not go through

When a payment is made, an "Authorization" is created that temporarily holds the funds in your account. The merchant then collects the funds during the "Presentment" stage, which usually happens within a few days.

If the authorization fails on the merchant's side, the funds may not be retrieved. In this case, the authorization will expire exactly 14 days from the date and time of the original transaction — for example, if your payment was made at 3pm, it will reverse at 3pm on the 14th day.

If the authorization has not expired and you need assistance, you can raise a claim and our team will help you.