How can we help?

Sign in

Unauthorized Charges

If you see charges on your card statement that you are not aware of, please follow the steps below before contacting Bolt.

Make sure the charge came from Bolt

You can check if charges are coming from Bolt in your bank statement. If the charge is coming from another service provider, please contact your bank or relevant service provider.

Issues that can be mistaken for unauthorized charges:

  • Family members or friends using your card: confirm if they have access to your card, Bolt account or device and if they have been ordering any rides recently. 
  • Pre-authorised or pending charge: this is not an actual charge, but just a temporary hold used to verify your payment method. Pre-auth can be a fixed amount or for markets with upfront pricing, pre-authorisation will be equal to the estimated price of the journey. We can also place an authorisation hold for a newly added payment method, but it will be released shortly. 
  • Old charges: it may happen that due to banking or technical issues, we were not able to capture the charge right away and we will retry the payment after some time. 

If you still do not recognize the charge, please contact us via in-app or an email (list of cities and local emails) and send us the following information: 

  • A bank statement where the charges are visible
  • First six and last four digits of the card that was charged
  • Card's expiry date
  • To verify your identity, please send us a picture of yourself holding a government-issued ID.
Was this article helpful?