• What's a pre-authorisation?
    A pre-authorisation is a temporary hold of money on your payment method at the time of submitting your travel request, or when renting one of our mobility services. Thanks to the pre-authorisation ... View full article
  • Why are FREE NOW pre-authorising my payment method?
    Pre-authorisations - also known as pending transactions or holds - are used to make sure that the payment method works when ordering a trip.  This helps us to ensure we can pay your FREE NOW driver... View full article
  • Why is my bank statement showing a pending transaction and a charge for the same trip?
    If you're seeing more than one FREE NOW entry on your bank statement connected to a recent order, rest assured you have not been charged twice.  When you request a trip, FREE NOW may place a tempor... View full article
  • Why has FREE NOW charged me even though I never took the trip?
    Every time you select 'Order taxi' and before a taxi driver is assigned to you, or when you rent one of our mobility services (scooter or bike), FREE NOW will apply a pre-authorisation on a payment... View full article
  • How much will I be pre-authorised?
    The pre-authorisation is based on your trip and takes into account the vehicle/mobility type and the covered distance. For ride-hailing the pre-authorised amount is usually the estimated fare amoun... View full article
  • When will my pre-authorisation be released?
    FREE NOW will automatically request that the payment provider release the temporary hold within 30 minutes - depending on the provider/bank this can take a number of days. If the temporary hold has... View full article
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