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 it works and has sufficient funds.
This usually shows as 'Pending' and can 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, contact your payment provider/bank for more information. Freenow is not able to speed this process up.
Important: Vouchers/promotional codes do not apply to temporary holds. Therefore, the pre-authorisation amount is based on the estimated price of the actual fare. Then, at the time of actual payment, the corresponding discount will be applied.
A real double payment
If you've paid for the trip both via the app and with cash/card to the driver, report this together with the receipts to our Support Team via chat.
To chat with us, go to our 'Help' section in the app and open a new conversation. If you need help with a ride, make sure to select the relevant booking.