I was charged but my request, pass or top-up did not go through
Tell us the event, the time and the amount. Staff can raise a dispute and issue a refund.
- If you can, open Dispute a payment in your account and pick the payment. This ties it to the exact request or event.
- Otherwise contact us with the event, the time and the amount.
- Our staff review it and record the outcome. A dispute decided in your favour is refunded by staff as a separate step.
Please contact us before asking your bank for a chargeback on a charge we can resolve. A chargeback raised first can delay resolution and can lead to the account being restricted.