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My transaction failed but I was charged. What happened?
My transaction failed but I was charged. What happened?

This can happen, we know it is frustrating!

Johalmy avatar
Written by Johalmy
Updated over a week ago

If you see a charge on your bank account from the bus/train company's processing system, but your reservation did not process successfully or if you received an error message, don’t be concerned! 

The first step is to figure out what happened.

Did you see a message on the blue processing screen that asked you wait 15 minutes, check both your inbox/promotions and spam folder of the email address you entered on the checkout page, just in case there was a processing delay?
If so, please do this; if you did not receive your ticket, and did not see a confirmation number on the 'thank you' screen, then it is very likely that the purchase failed.

The most common reason for a transaction failure is due to invalid billing information entered on the checkout page. Make sure that your billing address, 5 digit zip code and 10 digit phone number were entered correctly. Other possible reasons include: page time out, poor internet connectivity (or switching between WiFi/data), trip sold out, price change, carrier processing errors, etc. 

We know, this is frustrating, however you will not be charged if your transaction failed.

Some bus/train companies and their payment processors will place a hold on your account for the amount of the ticket while they tried to complete the failed reservation. Though it might appear as a charge on your bank account it is a transaction hold. Which means the money has not left your account and the bank will remove the hold (which will show as "pending/processing") after everything is reconciled and they will release your funds back to you.

Please do not repeatedly retry your purchase if it keeps getting declined, this will cause the system to block your account and you will also have your funds withheld by your bank.  

If you don’t see the hold removed from your bank account within 5-7 business days you should contact the carrier directly or email us, we are always here to help!

If you would like to verify that the transaction was not successful, please send us the name of the bus company you were booking your trip with, the email address and the billing name used on the checkout page and we can look it up for you. You can reach us at [email protected] or by chatting via the chat bubble on the lower right side of this screen.

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