Why is there a pending charge on my card?
When you select to use “Pay in 3 instalments” or create a “One-time card” and have entered your debit or credit card information, we will authorise the card for 1/3 of the order total. This amount will not be charged until the store confirms the order, but your card provider (your bank) may restrict your access to the authorised amount while it is pending.
Once the store has accepted your order we will charge 1/3 of the order total and this will be withdrawn from the amount that is already authorised on your card.
If you have cancelled your order with the store, the order was declined or you’ve cancelled your One-time card, the pending charge placed on your payment card will be released within 24 hours. Depending on your financial institution, it might take between 1 to 7 business days for this to reflect on your bank statement.
Good to know: As the transaction visible is just a pending charge and not an actual payment, the reversal might not show up on your bank statement. It will just disappear and the reserved balance will be available to you again.
In the case that you receive a payment plan for a failed or cancelled purchase, it could be due to the store not fully cancelling the order. Please reach out to the store so they can cancel the order. If the store is unable to cancel the order, you can reach out to our customer service with the cancellation confirmation in hand.
Was this article helpful?
Still need help? Contact us.
We’re available 24/7 via chat.
Local Rate: 020 300 50833
Freephone: 0808 189 3333
COVID-19 related: 0203 005 0834
Fraud related (available 24/7): 0203 005 0837