Why is my card payment pending?

Published on: 2024-10-30 11:33:44 +0000

When a card payment is pending on your statement this indicates that the merchant is still processing the transaction. 

There’s nothing that you need to do as the merchant will complete this in due course.

Please note that there are 2 exceptions to this:

1. The merchant has taken 2 transactions from your account for the same purchase

2. There has been an error processing the payment causing the purchase to fail but the funds still show as pending on your statement

Both of the above scenarios will result in what is known as a “Pre-Authorisation” charge.

Some merchants may experience an error when processing the payment causing the payment to become “stuck” or some merchants may also verify that the card details you have provided are valid and take a pre-authorised charge from your account that should be returned at a later time, usually within 10 working days.

To resolve a Pre-Authorisation charge before the 10 working day timeframe expires we will require you to obtain a decline receipt/email from the merchant confirming the transaction details and that this will not be claimed by them.

If you have been unable to obtain a decline / receipt / email from the merchant and 10 working days have passed and you can reach out to us via the chat function or by sending an email.