Some payment gateways can request pre-authorization from the issuer which will show up as a pending charge temporarily
The issuer may approve or decline the transaction at this point, even if the AVS or CVV is correct or incorrect.
If the payment gateway detects that the transaction has been approved but the AVS or CVV codes do not match our list of acceptable codes, we will issue a reversal, asking the issuer to undo the transaction.
Users using Apple Wallet and similar transaction-notification services will only receive notifications about the authorization, and not the reversals which causes some confusion with customers.
It is also possible in some of these cases that the reversal does not get sent to the PSP or issuer due to connection difficulties. In these cases the authorization will remain outstanding (locking funds) until it expires. The expiry period or the pre-authorization varies between issuers, however it is generally 3-7 business days after the initial charge.
If the issuer has approved the transaction and the payment gateway is satisfied with the AVS/CVV codes, the transaction is captured.
If you have questions about your pending charge, we recommend you first contact your bank in possibility that they have the ability to release the charge.
If you experience further issue, please contact Customer Service.
You can submit a support request by going to the help section in the app and tapping on "Customer Service" and choosing the "contact us" option.
Please ensure that your application ID is provided when contacting support. This can be found in the mobile application under Help > Application Information > App ID.