What is a pending transaction?

A pending transaction is a payment that has been approved and deducted from your available balance but hasn’t yet been fully processed by the energy or water provider. You’ll see it marked as “pending” on your account. This helps prevent you from accidentally spending the same money twice while the retailer completes the transaction, which can take a few days.

If the energy or water provider cancels the transaction or it isn’t successful, the funds may remain on hold for up to 15 working days. If you need access to the funds sooner, we’ll need one of the following:

For in-store transactions:

• A photo of the declined receipt (you can take this with your mobile phone).
• If you don’t have the receipt, an email from the energy or water provider confirming the cancellation. The email must include:
  • The last 4 digits of your card number
  • The transaction amount
  • The transaction date
  • Confirmation that the transaction has cancelled and they will not accept payment

For online transactions:

• A copy of the email confirmation showing:
  • The last 4 digits of your card number
  • The transaction amount
  • The transaction date
  • The order reference number 

And

• A copy of the cancellation and declined email or screenshot, which should include the order reference so we can match it to your original order.

If you’re happy to wait, the funds will automatically return to your available balance once the 15 working days have passed. 

If you need further assistance with a pending transaction, please Contact Us