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Cards: Duplicate charges showing on the bank statement

When you make a card deposit, your card issuer will first make an authorization charge to ensure you have enough funds to cover your transaction.

Once that charge is settled - usually a few business days later - you may find a second debit for the same amount on your bank statement.

However, the funds initially set aside for the authorization charge should be released automatically within 10 business days, leaving you with just one debit per deposit.

If what appears to be a duplicate charge is still showing on your official monthly bank statement 10 business days after the date of the original charge:

  1. Contact your card issuer and confirm the transaction is settled.
  2. If it is, request the Acquirer Reference Number (ARN) for that transaction.
  3. Email us that reference number (ARN) along with a scanned copy or a screenshot of your bank statement showing all transactions from one day before the original charge and until the present date.

We are only able to investigate authorization charges if they haven't been released 10 business days after you made your deposit.

Important:

If your bank statement shows your full card or account number, edit the image and mask it before sending it to us. Otherwise, we won't be able to process your document and we'll have to delete it instead.

For example:

  • For card numbers, replace all characters except the first 6 and the last 4 with asterisks (e.g.: 444444******4444).
  • For all other numbers, replace all characters except the first 1 and last 4 with asterisks (e.g.: 7*****7777).
  • For IBANs, replace all characters except the first two letters and last 4 numbers with asterisks (e.g.: XX******************1234).

Once you send us the reference number and a copy of your bank statement, we will be able to investigate the issue with our processor.

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