A hold that has not been released

First, is it a hold or a charge?

Look at how your bank lists it. A pending or authorised line is a hold, and it is not money that has left your account. A completed transaction is a charge.

A hold usually disappears from a statement within a few days. Some banks keep showing it for longer than the merchant holds it, which is the most common reason for alarm here.

After a few weeks, it is a bank matter

This is the part worth understanding, because it decides who can fix it.

When a session ends we release the hold from our side. Once released, we are out of it: EV Loader does not hold that money and never received it. If the line is still on your account weeks later, the release has not been applied by your card issuer.

What to do: contact your bank, tell them the pre-authorisation has been cancelled by the merchant, and ask them to release it. Banks do this routinely once asked.

What we can do to help

Quite a lot, and it is usually what unsticks it:

• Confirm from our side that the pre-authorisation was cancelled, and when. Banks often want to hear that from the merchant, and you can pass on our confirmation.
• Cancel it again, if for any reason our record shows it still open.

Message us with the station, the date and, if you can, a screenshot of the charge still showing on your statement. The screenshot genuinely speeds this up, because it shows us what your bank is showing you.

If no energy was ever delivered

Then nothing should have been taken at all, and a hold with no session behind it releases by itself, usually within a few hours. If one is still there the next day, tell us and we will chase it rather than waiting.