My Payment Failed but Funds Have Still Been Taken From my Bank Account
If you have attempted to make an online payment with us and the payment failed, we'd like to reassure you that funds have not been taken from your account. When we process a payment there are a number of checks, including fraud checks, that are important to make to ensure that the person attempting to make the transaction is in fact the card holder.
Once you submit your card details and complete any 3d Secure checks, the transaction will be sent to the bank for authorisation. The bank will either approve and authorise the transaction, or decline it.
If approved, the value of the payment will be reserved on the account by your bank. This will allow the funds to be taken from your account for the transaction. This is also known as a shadow.
After authorisation, your transaction can still fail. If the transaction fails after authorisation the funds will still be reserved on your account. Although they have not been debited from your account they will appear to have been taken.
How long does this last?
The reserve can last up to 7 working days before it is lifted. This is determined by your bank, and we cannot remove it from your account.
If you would like to get the reserve lifted you will need to speak directly with your bank. They will be able to help with removing the reserve and making the funds available to you.
Have the funds left my account?
No. The reserve only highlights the funds to be debited from your account. They do not actually remove them. Once the reserve is removed from your account the funds will simply re-appear.