What does it mean when a payment is pending?
A pending transaction is a payment which has been authorized from our side, but is still waiting for the merchant to accept or reverse it. Both successful and declined payments can show as pending for some time before they are finalized.
If there were no issues with making the payment, pending status simply means that we are waiting for the merchant's confirmation; no other actions are required from you during this time.
If a payment was declined, but you see it as pending in the app, don't worry. This simply means that the merchant has not yet finalized the reversal on their end. The money hasn't been deducted from your account, it's just temporarily blocked. As soon as we receive the reversal from the merchant, the sum will be released back to your balance.
When will the payment stop pending?
Payments have a fixed authorization timeframe, meaning that a transaction can remain pending only up to a certain number of days. Depending on the authorization type, it can take from 7 to 15 days for the merchant to process a declined payment.
Most reversals usually take less than 7 days. However, a few types of payments, for example pre-authorizations for a hotel or car rental, may take up to 15 days.
After the authorization timeframe ends, the sum will automatically be unblocked on your account.
Can my funds be released before the authorization timeframe ends?
In cases when a declined payment is pending, contacting the merchant directly is the fastest way to have the funds unblocked. They should be able to either revert the transaction, or provide a statement, containing a 6-digit authorization code of the payment together with a confirmation that they will not be claiming the funds. Such statement allows us to release the funds back to your balance before the authorization timeframe passes.