Money that disappears after a failed payment is almost always a hold, not a charge. The merchant reserved the amount, and it comes back by itself. Check the status before you contact anyone.
Read the status
| Status | What it means | What happens next |
|---|---|---|
| Authorized | The merchant asked for the money and it’s held | Usually becomes Cleared or is released within 1 to 4 days. Some merchants take up to 30 |
| Declined | The payment was refused. Nothing was paid | Any temporary hold disappears on its own. A decline fee may apply |
| Reversal | The payment was cancelled and the hold released | Usually 1 to 5 days after Authorized. The line stays in your history, shown as 0 |
| Cleared | The payment is complete | Only a refund from the merchant brings money back |
| Refunded | The money is back in your account | Nothing to do |
To see the full history, tap … next to Transactions on the home screen. For why the amount on a line can differ from the shop’s price, see transaction statuses and amounts.
A failed payment that still took money
- 1Payment failsThe amount shows as Authorized
- 2The merchant releases the holdUsually 1 to 5 days
- 3ReversalShown as 0, money back in your balance
Wait at least 5 days. If there’s no record at all in the app, the merchant stopped the payment before it reached RedotPay, so only the merchant can explain. If the app showed an error, take a screenshot and send it to support.
Hotels, car hire, fuel stations, restaurants and ticket sellers often hold more than the final bill. The difference is released when the payment settles; if the merchant doesn’t release it, it usually comes back within 30 to 40 days.
A refund the merchant promised
- 1The merchant processes the refundOften 2 to 15 days, sometimes over a month
- 2RedotPay receives itAnd credits it within 2 to 15 days
- 3You get a notificationThe refund shows in your history
Ask the merchant first whether and when they sent it. If they confirm it was sent and nothing has arrived 15 days later, contact RedotPay support with the merchant’s confirmation.
Why the refund is smaller than what you paid
- RedotPay says the transaction fee of about 1% isn’t returned.
- Exchange rates move. If you paid in another currency, the refund is converted at a later rate.
- The final amount can differ from the authorization. If the merchant settles for more than it held, the difference is charged; if less, the difference comes back.
Who to contact
| Situation | Contact |
|---|---|
| No record of the payment in the app | The merchant |
| Authorized for more than 5 days | Wait up to 30 days, then the merchant |
| Refund promised but not arrived after 15 days | RedotPay support, with the merchant’s confirmation |
| The app showed an error | RedotPay support, with a screenshot |
| ATM charged you without giving cash | See ATM withdrawals |
| A payment you didn’t make | See a charge you didn’t make |