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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, you need to:

  • Proof the merchant has promised a refund

  • Wait 14 days from their promise of a refund

  • A full description of what has happened

The dispute process takes up to 8 weeks to resolve. And we might not get your money back immediately depending on the strength of your evidence.

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