Card charged on a failed booking
When you place an order with Loco2, we need authorisation from your bank before we confirm your booking with the rail operator.
How we capture payment
- When the payment is authorised, your bank will allocate the money you need to pay for your tickets. This gives Loco2 the right to collect your payment.
- When a booking is successful, Loco2 captures the money to pay for your tickets.
If the payment fails after the authorisation, we cancel the payment request and remove the payment authorisation. However, sometimes a "payment shadow" continues to show as a pending payment on your account. The money has not been taken, but may still affect your available balance.
How long will a payment shadow appear on my account?
The payment shadow usually disappears as soon as the payment authorisation is removed. However, for some banks, payment shadows can remain for up to 6 days, but 48 hours is often the limit.
Please contact your bank before contacting Loco2. If a payment fails, we remove payment authorisation immediately so there is nothing more we can do without involvement from your bank.