- If a charge has been made through the app and by cash/card to the taxi driver, please contact our Passenger Service Team.
- If you're seeing more than one FREE NOW entry on your bank statement relating to a recent trip and one of them shows up as "FRN*Hold.Free-Now" or is blank, rest assured it's unlikely you've been double charged. Instead, one of the entries is likely to be a card pre-authorisation, which will be sitting as a pending transaction.
What is a card pre-authorisation?
FREE NOW uses card pre-authorisation to ensure that the payment method is valid and that you have enough funds available to pay the trip fare.
A pre-authorisation is a temporary hold of funds from your bank account, which is held at the time you order your trip. At the end of your trip, this pre-authorisation will be converted into the final charge.
Why are both the pre-authorisation and the final charge showing on my statement?
Sometimes your bank statement isn’t updated immediately, meaning that you see both the pre-authorisation and the final charge on your statement. This will automatically correct itself.
If you are still seeing both entries on your statement after 5 working days, we recommend you contact your bank.
You can find more information on Pre-authorisations & Pending Transactions.