Card charged on a failed booking

When you place an order on Loco2 we seek payment authorisation from your bank before we make final confirmation of your reservation with the rail operator. This is how we determine that you have enough money in your account and that the card details entered match those held by your bank.

How we capture payment

1
When the transaction is authorised, your card-issuing bank will allocate the funds by placing a "payment shadow" on your account. This gives Loco2 the right to collect payment.
2
When booking is successful this payment shadow is processed and Loco2 captures the money to pay for the ticket.
If the transaction fails after the authorisation - for example due to an issue in the rail operator booking system - we cancel the request and remove the payment authorisation.

However, sometimes the payment shadow continues to show as a pending payment on your account. The funds have not been taken, but may still affect your available balance.

How long will a payment shadow appear on my account?

With most banks the payment shadow disappears as soon as the payment authorisation is removed. However in some cases (depending on the technical infrastructure of the bank, and how it receives the cancellation request sent by Loco2's payment provider), payment shadows can appear for up to six days.

If you are worried about your available balance being affected, you should contact your bank and explain that the payment authorisation has been removed by Loco2. In some cases it is possible for us to provide an  authorisation code for you to pass to your bank, so that they can identify the transaction and remove the payment shadow more quickly. In rare cases the bank may ask Loco2 to contact them in order to confirm the removal of the payment authorisation. If your bank requests this, please  contact us and we will be happy to help.

If you are worried about your available balance being affected, please note that it is important that you contact your bank before contacting Loco2. As soon as bookings fail we remove the payment authorisation immediately, so there is nothing further we can do without involvement from your bank.

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