Sometimes customers ask us "Why was I still charged?" when their payment did not go through.
In this scenario, the answer is that your card was not billed. Instead, an authorization has been placed on the card (which if you use a debit card may appear as a “charge” since it temporarily lowers your available spending limit).
What has occurred here, is that the processing bank sent the request to charge your card, and initially, an authorization was approved, but, secondarily, the AVS or CVV rule failed, so the payment gateway declined the transaction.
While this can create confusion, the process is in place to protect both of us from the potential of fraudulent activity.
The pending transaction you're seeing is only an authorization, and will automatically fall off of the card.
If the charge is still visible 5 days (not including the weekends) after the decline of your transaction and the charge is still visible on your card, please contact our support team. You can do that in two ways:
- email email@example.com
- Submit a ticket through our support center at the bottom of this page