When you use your Bit2Me Card, transactions may go through different statuses. Below we explain in detail what each one means and what to do in each case.
1. Withheld purchase
If you see an operation as "Withheld" or "Pending", it means that the funds are temporarily blocked, but the merchant has not yet confirmed the final charge.
Why does it happen?
It is common in pre-authorizations (gas stations, hotels, car rentals) or online purchases where the final charge is made when shipping the product. The merchant holds a deposit to ensure there are funds.
What will happen to my money?
It is confirmed: The status changes to "Completed" and the amount is adjusted to the actual expense.
It is canceled: If the merchant does not claim the funds, the hold expires and the money automatically returns to your wallet.
How long does it take?
It is usually resolved in a few days, although in rentals or hotels it can last up to 30 days. You can see the estimated release date in the transaction details in the App.
Important: From Bit2Me we cannot manually cancel a hold until the merchant's deadline expires, as it is the merchant who has the "key" to that operation. |
What do I do if a lot of time has passed?
If the operation has been withheld for more than 15 days (or 30 days in case of rentals) and the merchant assures you that they have canceled the charge, please contact us. Open a ticket or write to soporte@bit2me.com so we can claim it from the card provider.
2. Denied purchase
If a purchase cannot be processed, in the Card section of your App it will appear marked as "Operation canceled" or "Unauthorized".
This may be due to several reasons:
Insufficient funds in the linked wallet.
Preventive security blocks.
Errors entering the PIN.
More information in the article Why has my purchase with the Bit2Me Card been rejected? to see detailed causes and solutions.
3. Unrecognized purchase
If a purchase appears in your history that you do not recognize or have not authorized, it is vital to act fast:
Turn off your card immediately from the App to avoid new charges. (See: How to turn off my Bit2Me Card?)
- It is essential that you contact us. Open a support ticket or write to us at soporte@bit2me.com from your registered email detailing the transaction so we can manage the claim with the provider.
4. Returned purchase / Refund
If you have returned a product or canceled a service and expect a refund on your card:
Estimated time: Refunds usually take about 7 business days to reflect, depending on the merchant's and issuing bank's times.
Where to see it: Once the return is made, it will appear in the section Card > Movements > Refunds.
What to do if the money doesn't arrive?
In case of not receiving the refund on your Bit2Me card after the 7-day period, please open a ticket to support or write to soporte@bit2me.com from your registered email.
To manage it with the provider, we will need you to provide us with:
Date of the original purchase.
Merchant name.
Exact amount.
Attach the receipt or proof of refund issued by the merchant.
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