---
title: "RedotPay charged me but the payment failed, or my refund hasn't arrived"
description: "What Authorized, Declined, Reversal and Refunded mean on RedotPay, how long held money takes to come back (usually 1 to 5 days, up to 30), how long merchant refunds take, why a refund can be smaller than the payment, and who to contact."
---

> Documentation Index
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# RedotPay charged me but the payment failed, or my refund hasn't arrived

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](/en/troubleshooting/transaction-status/).

## A failed payment that still took money

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

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.

> **Don't delete the card while a refund is on its way**
>
> Refunds go back to the card you paid with. A deleted card may not receive them, and a deleted account receives none. Freeze the card instead if you need to stop it.

## Why the refund is smaller than what you paid

- RedotPay says the **transaction [fee](/en/fees-limits/) 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](/en/cards/atm-withdrawals/) |
| A payment you didn't make | See [a charge you didn't make](/en/troubleshooting/unauthorized-charges/) |

[How to write to support so it gets solved](/en/troubleshooting/contact-support/).

Sources: RedotPay help-centre articles "Why Was I Charged for a Declined Transaction?", "I Requested a Refund. Why Hasn't It Been Credited Yet?", "How Are Refunds Handled?", "Why Is My Refund Amount Less Than What I Paid?" and "My Payment Failed on Another Website. What Should I Do?" (checked 31 Oct 2026).

Source: https://redotdocs.com/en/troubleshooting/refund-not-received/index.mdx