We know how frustrating this is but don’t worry there are a few things you can do.
Please forward us any declined or cancelled receipts and we’ll look into fixing this for you.
If you don’t have a declined/cancellation receipt, it can take up to 14 days for cancelled/declined transactions to correct themselves and the balance to return to your available funds.
If it’s been longer than 14 days and you haven’t seen the money re-enter your account, please contact us.
Why did this happen?
This can happen to any debit, credit or prepaid card for any point of sale (POS), online or ATM transaction.
When you pay a merchant, the funds are “held” as a pre-authorisation or in a “pending” status. This is the time it takes for the merchant’s payment processing device to quickly check that you have enough money to cover the value of the transaction. Sometimes only the check happens and (for several reasons outside of our control) the transaction fails.
Although the whole process seems instantaneous, it can take up to 14 days for a “held” or “pending transaction” to reverse. If you have the receipt, we can request a manual release of the funds back to your WeSwap account so if you have it please do forward it on.
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