Pre-authorized Payments & Incomplete Transactions

"I see a charge on my card but my service didn't activate - have I been charged?"

This is one of the most common billing questions we receive. The short answer is: No, you have not been charged. What you're seeing is a pre-authorization hold, not an actual charge.

What Happened to My Payment?

When you see a charge on your card but your service didn't activate, here's what actually occurred:

How Long Until I Get My Money Back?

The time it takes for the pre-authorization hold to be released depends entirely on your bank or card issuer:

• Most Common: 1-3 business days
• Standard Duration: Up to 5-7 days
• Some Banks: May hold for up to 14 days
• Rare Cases: Some issuers may hold up to 30 days

What You'll See on Your Statement

• Initially: "Pending" or "Processing" charge
• During Hold: May show as a completed transaction (but it's not)
• After Release: The charge will disappear completely
• Final Result: Money returns to your available balance

Why Did This Happen?

Several things can cause a payment to get stuck in pre-authorization without completing:

What Should You Do?

graph TD
    A[See Charge on Card] --> B{Service Activated?}
    B -->|No| C[Wait 1-14 Days]
    B -->|Yes| D[Transaction Completed Successfully]
    C --> E[Hold Released Automatically]
    E --> F[Try Payment Again]
    F --> G[Contact Support if Issues Persist]
    D --> H[Enjoy Your Service!]

Immediate Steps

1. Don't Panic - You haven't been charged
2. Check Your Service - Look in your Lagless.gg control panel to confirm the service didn't activate
3. Wait Patiently - The hold will be released automatically
4. Don't Contact Your Bank - They can't speed up the process
5. Try Again Later - Once the hold is released, you can retry your purchase

How to Prevent This

Before Making a Payment

Best Practices

1. Use a Stable Internet Connection - Avoid mobile data or unstable wifi during payment
2. Don't Click Multiple Times - If the page is loading, wait - don't refresh or click again
3. Check Card Status - Ensure your card isn't expired or blocked
4. Update Browser - Use a modern, updated web browser
5. Disable VPN - Some payment processors block VPN connections

Common Customer Questions

"Why does my bank statement show a charge if you didn't receive payment?"

Answer: Your bank statement shows a pre-authorization hold, not an actual charge. Banks often display these as "pending" transactions, which can look like completed charges but aren't. We never received the money.

"Can you refund the charge I see on my card?"

Answer: We cannot refund money we never received. What you're seeing is a pre-authorization hold that only your bank can release. We have no control over this process.

"I've been waiting a week - why haven't you refunded me?"

Answer: There's nothing to refund. The pre-authorization hold will be automatically released by your bank. Different banks have different timelines (1-14 days), but it will happen automatically.

"Can I dispute this charge with my bank?"

Answer: You can contact your bank to ask about the hold, but disputing it won't speed up the release. The hold will be released automatically according to your bank's policies.

Industry Standards and Regulations

Pre-authorization is a standard practice across the hosting and technology industry. According to payment industry data, 31% of all payments in 2022 were made with credit cards, making proper pre-authorization management crucial for service providers.

Regulatory Compliance

Lagless.gg follows all applicable regulations regarding pre-authorization:

• PCI DSS Compliance: All payment data is handled according to Payment Card Industry standards
• Consumer Protection: We adhere to consumer protection laws regarding payment holds
• Transparency: Clear disclosure of pre-authorization policies in our terms of service

Frequently Asked Questions

Additional Resources

For more detailed information about pre-authorization charges and how they work across the payment industry, refer to Stripe's comprehensive guide on pre-authorization charges.