What is a temporary hold (pre-authorisation)?

It’s a temporary hold on an amount on your credit card, debit card or PayPal account. We place it when you register, start charging or order a new charging card. It checks that your payment method works and covers the expected cost of your session. The amount is only reserved.

Why do I see a temporary charge on my account?

The hold can appear in your banking app or statement as a pending transaction. It’s not a charge. Your account is not debited and we don’t collect the funds.

When is the amount released?

Automatically, so you don’t need to do anything. After your session, the part above your actual cost is released once we receive the charging data. The rest is released once your invoice has been processed. This can take a little time. After we release the hold, some banks may take up to 28 days to remove it from your account. You don’t need to contact us during this time.

What if the hold is still visible after 28 days?

We’re sorry for the inconvenience. Please contact your bank first. We’ve already released the hold, so only your bank can see why it’s still showing and remove it. If your bank says it’s still active, please contact our Customer Support and we’ll look into it.