Card payment declined but you've still been charged

If the payment declined on the merchant's end but went through on your app, this might be because of a problem with their card machine. In most cases the money will automatically be refunded within 7 days.

If a you think merchant has charged you incorrectly, or have failed to refund you as expected, you can dispute the payment. This process is called raising a chargeback.

Before we can challenge a payment for you, you'll need to reach out the merchant in writing to request a refund and keep a log of your contact. This gives us the best chance of winning a dispute for you.

If the merchant's response is unsatisfactory or it's been more than 14 days since you sent the initial message, please get in touch and we can look into raising a dispute to recover your money.

Please be aware we may not be able to credit you immediately depending on the strength of your evidence. The disputes process takes up to 3 months to resolve.

If you've been a victim of fraud, don't wait 14 days. Please get in touch with us straight away.