Card notifications and authentication
You receive a notification when a payment is authorised and again when it is settled. Two messages for one purchase is normal — you are not being charged twice.
Why you get two notifications
A card payment happens in two stages, and you are notified at each one. Two messages for a single purchase is the expected behaviour.
- 01Authorisation (PREAUTH)The merchant checks the card is valid and reserves the amount. Nothing is final yet.
- 02Settlement (POSTAUTH)The merchant claims the money and the amount becomes final. This is when it truly leaves your balance.
Even with two messages, only one amount is taken. The reserved amount from the authorisation is replaced by the actual charge at settlement.
The notifications you may receive
Notifications arrive by email. If you have connected Telegram, the same message is sent there too.
| Subject | Meaning | Effect on balance |
|---|---|---|
| [Authorized] Card authorization approved | The merchant verified the card and reserved an amount | Reserved, not final |
| [Settled] Card payment completed | The payment is final | Deducted |
| [Settlement] Card settlement completed | Settlement between card parties finished | No change |
| [Verification] Small authorization performed | A small test authorisation to check the card works | Usually not charged |
| [Failed] Card payment declined | The payment could not be completed | Nothing taken |
A "small authorization" notification
When you set up a subscription, or at hotels, car rental desks and fuel stations, a very small amount may be authorised purely to confirm the card works.
This is standard across the industry. It is normally not charged and is released automatically after a period. If it follows a sign-up or booking you recognise, no action is needed.
A small authorisation with no matching sign-up or booking can mean someone is testing your card details. Lock the card immediately.
If a payment was declined
| Common cause | What to do |
|---|---|
| Not enough balance on the card | Top the card up and try again |
| The card is locked | Check its status on the card screen and unlock it |
| A per-transaction or periodic limit was reached | Wait, or split the amount |
| Merchant or country restriction | Some business types and countries cannot be used |
A reason is often included in the notification. Quote that wording exactly when contacting support.
Cardholder authentication (3D Secure)
Online card payments may ask you to prove you are the cardholder, not just that you know the card number.
-
Enter your card details at the merchant
Card number, expiry and security code as usual.
-
An authentication screen appears
You are handed over from the merchant to the card issuer's screen. This screen belongs to the card side, not the shop.
-
Enter the one-time password
A one-time password is sent to your registered mobile number or email address. Enter it on the authentication screen.
-
You return to the merchant
The payment then goes through. Abandoning the authentication means the payment does not complete and the shop shows it as failed.
If the one-time password does not arrive
| Check | What to do |
|---|---|
| Registered phone number and email | Confirm what is currently registered on your profile |
| Spam folder | Email-delivered codes are sometimes filtered |
| Travelling abroad | SMS often fails to arrive. Check email over Wi-Fi |
| Signal strength | Wait a moment and retry the payment |
Never share an authentication code with anyone, including our staff. Anyone asking for it by phone or chat is attempting fraud.
If notifications do not arrive
| Check | What to do |
|---|---|
| Spam folder | Mark as not spam so future ones reach your inbox |
| Registered email address | Check it on your profile |
| Notification language | It is set separately from the screen language |
Even without notifications, your transactions are always visible in the card history, which is the authoritative record. Notifications are a convenience on top of it.
If a notification does not match anything you did, lock the card first, whatever the amount. See Lost card or suspected fraud.
Did this page help?
Your answer tells us which pages need rewriting.
- The subject line and time of the notification email
- The last four digits of the card
- Date, merchant name and amount
- The exact wording shown on screen or in the notification
Never include your password, verification codes or card PIN. How tickets work