When pending transactions clear
Pending transactions usually clear within five working days.
Contact the merchant
If a transaction hasn’t worked properly, you'll need to speak with the shop or business (the merchant). They can release the money back to you.
Follow these steps to help the merchant find the payment:
Contact the merchant directly.
Give them the date and time of the transaction.
Give them the ‘authorisation code’ for the payment.
Your balance will increase once the merchant releases the funds.
When Mettle can help
If the merchant can't help, we can look at releasing the money for you. We can only do this once two working days have passed since you tried to make the payment.
Important: We must check each request. We need clear proof that the merchant is not claiming the money from your account.
Evidence you need to provide
The proof you send us must show:
The merchant name and the amount.
The date and time of the transaction.
Written confirmation that the payment is cancelled.
A message explaining the error and why the funds aren't being claimed.