Unauthorized or duplicate charges appearing on bank statement

Unauthorized or duplicate charges appearing on bank statement

If you see a debit for a rejected purchase attempt or a duplicate charge for the same transaction, it could be an authorization charge from your card issuer. 

When you make a purchase, the financial institution will first make an authorization charge to ensure you have enough funds or credit to cover the cost of purchase. These charges can occur for transactions that are both approved or declined. When a charge is approved the amount is debited from your card balance, but you may find a second debit for the same amount on your statement. The second debit usually refers to the funds initially set aside for the authorization. The authorization should be released within 10 business days, leaving you with the one correct purchase. 

If a debit still shows on your bank statement 10 business days after a declined transaction, please submit a ticket to Customer Support and include a screen capture or photo of your bank statement showing the unauthorized debit and all transactions from that date forward. 

If a debit relates to a duplicate charge for the same transaction and is still showing on your statement 10 business days after the date of the original charge, please contact your financial institution and confirm if the transaction is settled. If so, please request the ARN number for that transaction, and submit that to us along with a screen capture or photo of your bank statement showing the unauthorized debit and all transactions from that date forward. 

Please understand that we will not be able to investigate any such transactions until 10 business days have passed. 

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