I cancelled my purchase but a hold remains on the amount. How do I get the hold lifted?

If you see the cancelled purchase in “Pending transaction” on the My bpaid portal, it means that the merchant has put a hold on the amount. That gives the merchant peace of mind that it can claim some of the costs in the event of cancellation. Examples are when you book a hotel room or hire a car. The hold is automatically lifted within 30 days. The amount becomes available again as soon as the hold is lifted.

You can ask for the hold to be lifted if this is not done within 30 days. To do so, follow the steps below.

• Ask the merchant to send you the following:
  • An authorization code (comprising five or six digits or letters) showing that funds have been transferred from an account)
  • Confirmation (in an email, for example) that the merchant agrees to release the hold.
• Once you have received the authorization code and confirmation, fill out our online form (you cannot do this without the authorization code, the confirmation and your card number). You can find this form in the bpaid app and on the My bpaid website.