👉 Is it a pending transaction?
👉 Was the trip completed without you on board?
👉 Was this a fraudulent transaction?
Is it a pending transaction?
This may be a temporary hold. This is not a charge but a card authorisation by your bank. When you book a trip via the FREENOW app your payment method is authorised to ensure the payment method works/has sufficient funds.
This usually shows up as 'Pending' and can also be displayed as FRN*hold.free-now.com on your online transactions. Although this isn't an actual charge, your available balance would’ve been temporarily reduced.
Don't worry, you won't be charged twice! Once the trip is completed or cancelled, we charge the actual amount and automatically request the release of this temporary hold - depending on the provider/bank this can take up to 7 days.
If the held amount hasn’t been released after 7 days, you’ll need to contact your payment provider/bank for more information. FREENOW are not able to speed this process up.
Was the trip completed without you on board?
If the charge on your bank statement is not a temporary hold and the trip is marked as completed in your booking history in the app, please contact our Support Team immediately via chat. We will promptly investigate your case upon receiving your message.
To access the chat:
- Open the app.
- Go to Account > Help > Chats.
- Make sure to choose the booking you need help with.
If you haven't ordered a trip and believe it's a fraudulent transaction we suggest;
- Changing your password (steps here)
- Contacting our Support Team via chat. They'll look into the matter.
- Contacting your bank to have your payment card frozen or blocked.