Why do I have a pending transaction for £25 in my account?

In order to start a charging session with us, we first ask your bank to reserve £25 on your payment card as a holding (pre-authorised) amount. These funds are reserved in your account until the charging session is completed and may show as a pending transaction but we won't charge you until your charging session is completed. This pre-authorisation ensures that there are sufficient funds available for you to pay for your charging session and helps us keep charging reliable, secure and ready when you are. For more information please see here.

What if the cost of my charging session is less than £25?

When you've finished your charging session, we calculate the cost of the total kWh you've used and capture this amount from the reserved funds. The unused portion of the funds will be marked as ready for release and we will notify your bank immediately to advise them to proceed with the release. The process and timing of the release of the held amount is entirely dependant upon your bank and we have no visibility once your charging session is complete and therefore triggered the release. It can take 3-10 working days for banks to process these payments and to display the captured and released amounts. Please note there is nothing we can do to speed up the return of the released funds and we would advise you to contact your bank directly if you have any concerns and/or if the released amount still doesn't show after 10 working days.

What if the cost of my charging session is more than £25?

Once your charging session approaches £25 we ask your bank to pre-authorise a second £25 in order for charging to continue successfully. If this second pre-authorisation is successful then a reservation of £50 (2 x £25) will show on your account and your charging session will continue automatically. The same process will happen if your charging approaches £50. If this subsequent pre-authorisation fails then charging will automatically stop.

If you would like to update your payment method please see here.

If you have any further questions you can email our team on support@char.gy.