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I was charged twice for the same trip

There may be a temporary card authorisation by your bank to check your card’s validity and minimise any fraudulent use of your card and information. It is listed as a pending charge on your account.

The authorisation is never charged to your account and is released immediately or within 14 business days. In rare cases, it may take up to 30 days, depending on your bank.

If the amount has not been released after 14 business days, please contact your bank or financial institution.

The authorisation can also be held for a cancelled ride. 

Card authorisation can fail for the following reasons: 

  • You have insufficient funds in your account
  • Your bank doesn’t allow a transaction
  • The system notices suspicious card activity.

If it fails, you won’t be able to request a trip. In this case, please contact our Support team.

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