When you use your Bit2Me Card, transactions can go through different statuses. Below, we explain in detail what each one means and what to do in each case.
1. Purchase on hold
If you see a transaction as "On hold" or "Pending", it means the funds are temporarily blocked, but the merchant has not yet confirmed the final charge.
Why does this happen?
This is common for pre-authorizations (gas stations, hotels, car rentals) or online purchases where the final charge is made when the product is shipped. The merchant holds a deposit to ensure sufficient funds are available.
What will happen to my money?
It's confirmed: The status changes to "Completed" and the amount is adjusted to the actual expense.
It's canceled: If the merchant does not claim the funds, the hold expires, and the money is automatically returned to your wallet.
How long does it take?
It's usually resolved within a few days, although for 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: Bit2Me cannot manually cancel a hold until the merchant's period expires, as the merchant holds the "key" to that transaction. |
What should I do if too much time has passed?
If the transaction has been on hold for more than 15 days (or 30 days for rentals) and the merchant assures you 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. Purchase denied
If a purchase cannot be processed, it will appear in the Card section of your App marked as "Transaction canceled" or "Unauthorized".
This can be due to several reasons:
Insufficient funds in the linked wallet.
Preventive security blocks.
Errors when entering the PIN.
More information in the article Why was my purchase with the Bit2Me Card rejected? to see detailed causes and solutions.
3. Unrecognized purchase
If a purchase appears in your history that you don't recognize or didn't authorize, it's crucial to act fast:
Turn off your card immediately from the App to prevent further 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 address, detailing the transaction so we can manage the claim with the provider.
4. Purchase returned / Refund
If you have returned a product or canceled a service and are expecting a refund to your card:
Estimated time: Refunds usually take about 7 business days to reflect, depending on the merchant's and issuing bank's processing times.
Where to see it: Once the refund is processed, it will appear in the Card > Transactions > Refunds section.
Important: When processing the refund, the cashback granted at the time of the original purchase will be automatically deducted. |
What to do if the money hasn't arrived?
If you haven't received the refund on your Bit2Me card after the 7-day period, please open a support ticket or write to soporte@bit2me.com from your registered email.
To manage it with the provider, you will need 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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