If a transaction is declined, it may still appear as 'pending' in your account. This happens when a payment authorisation was placed on your Kroo card, but the transaction ultimately failed or was cancelled.

Why does this happen?


When you attempt a transaction, the merchant may request authorisation from Kroo to reserve the necessary funds. Even if the transaction is declined (e.g., due to insufficient funds, a network error, or merchant processing issues), the authorisation hold may still show as a pending charge on your account.

When will the funds be released?


Typically, this payment authorisation will expire after 9 days, and the pending transaction will be automatically reversed if the merchant doesn't collect the authorised funds. However, certain transactions, such as holding deposits (e.g., for hotels or car rentals) or flight ticket reservations, may take up to 31 days to be fully reversed.

What should I do if the funds aren’t released?

If the pending transaction isn't reversed after the expected timeframe (9 days for most transactions, up to 31 days for specific cases), please contact our Customer Support team. It’s important to keep the original transaction receipt as evidence of the unsuccessful payment or confirmation from the merchant that the transaction will not be processed. This documentation will help us investigate the issue further and assist in resolving it as quickly as possible.