Card payment declined but I was charged
If you've been a victim of fraud contact us straight away.
If the payment declined on the merchant's end but went through on your app, there might be a problem with their card machine.
In most cases it takes 7 days to get the money back.
You can dispute a payment if you think a merchant (person or company you sent money to) has charged you incorrectly, or has failed to refund you as expected.
Before we challenge a payment for you, it's best for you to contact the merchant to see if they can reverse the disputed payment. If they can't resolve it for you, you should,
Allow 7 days for the payment to come back automatically
Gather any evidence of your contact with the merchant, and any proof of the failed payment (if possible)
Raise a dispute in your app - giving us full detail on what happened so far with the payment and the merchant.
The dispute process can take up to 12 weeks to resolve. And we might not get your money back immediately depending on the strength of your evidence.
