Pending card transaction
Got a question about a pending card transaction? Let us help you.
Why is my transaction pending and how long will it take?
When you pay for something with your card, we take the money from your account and set it aside for the merchant to collect. Until the merchant collects it, the transaction will show as 'Pending'.
This process usually takes up to 7 days, but it can be up to 30 days for things like hotel bills or car hire.
A transaction didn't go through but is still pending
When a card payment doesn't go through, the transaction will stay pending until the merchant notifies us. This usually takes up to 7 days, but it can be up to 30 days for things like hotel bills or car hire.
Once the merchant has notified us – or it's been 30 days – we'll cancel the transaction on our side and return the money to you.
I've been charged multiple times for a single purchase
If you're charged more than once for something, the merchant will usually collect one of the payments and let us know the others are repeat charges. This usually takes up to 7 days, but it can be up to 30 days for things like hotel bills or car hire.
Once the merchant has notified us – or it's been 30 days – we'll cancel the repeat charges on our side and return the money to you.
What's a 'merchant'?
Any individual or company you can purchase goods or services from today. Think supermarkets, online retailers, restaurants, airlines, subscriptions, that broadband provider you've been thinking of leaving for two years now, and even that nice lady with the artisanal candles stall at the farmer's market.