I completed a pre-authorisation but then didn't charge my car. When will I get my funds back?

If you completed a pre-authorisation for a charging session but the session failed to start, and so you didn't take any energy at the charge point, we will trigger the release of the held funds within 60 minutes of it being processed, as long as you haven't started a charge on another Char.gy charge point. 

Please note that if you are completing payment via Apple Pay/Google Pay, then a new pre-authorisation will be processed for each session attempt. If you are encountering an issue in starting a session via Apple/Google Pay, please contact our 24/7 support team on 0800 086 9606 snd select Option 1

The release of the funds will still need to be processed by your bank, and may take between 3 -10 working days to appear back in your available balance. We have no visibility over this process as it is entirely dependant on your bank and payment card provider. If the funds have not reappeared after 10 working days have passed then we suggest contacting your bank directly. 
 

If you are having issues adding a payment method, please contact us by emailing support@char.gy or calling us on 0800 086 9606 (Option 2) Monday - Friday 9am-5.30pm.