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Payment rejected, funds released

colo1846 Member Posts: 6
Good day,

I hope you can help me on this, it is the very first time it happens to me:

I made a purchase online for a considerable amount of money, but the payment was rejected and the money is not anymore in my account. What should I do to get that money back into my card account? It is a big amount to me and it would really affect me to lose it.

Thank you in advance,


  • [Deleted User]
    [Deleted User] Posts: 1,147

    Dear @colo1846 The transaction is probably on pre-authorization. A pre-authorization occurs when the merchant places the amount of the transaction or a certain amount on hold to verify that there are enough funds on the card to cover the transaction and then charges the amount. But because the transaction was rejected, it is apparently still pending authorization. Depending on the transaction type, funds can be held anywhere from 7 days to 30 days.

    You can view the transactions in pre-authorization on your online account, under the menu "activity",click on "transactions" and you will be able to check the transactions in pre-authorization in the "Upcoming transactions" sections.
    In order to verify when is the released date of the transaction, you can directly contact the support!

    In case the transaction is not on pre-authorization, you should contact the merchant directly.

  • colo1846
    colo1846 Member Posts: 6
    Thanks for your help @Cristale_Payoneer! I had the funds released on the 9th day. Thank you again :)
  • [Deleted User]
    [Deleted User] Posts: 1,147

    @colo1846 You are welcome! Feel free to contact us if you have any additional question!

  • badethzky16
    badethzky16 Member Posts: 1
    What should I tell the merchant if the transaction is not on pre-authorization?
  • ProvideR
    ProvideR Member Posts: 3
    Hi Cristale,
    I have an issue with some upcoming transactions (pending payments). This is the first time I have trouble paying with my card. I already opened case (Reference Number: 180807-009609 My Customer ID: 23612952), but nobody is answering to me. I just want to ask you to cancel those payments and to release the amount back to my account. I tried to contact online service, but I am stuck in position 35 all the time, so you are my option to solve it fast.
    I placed order in, but the seller canceled the order at the first moment, so I do not want to block my fresh amount in the card.

    Thank you in advance!