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Wallet and membership

Why was a booking charge refunded?

If a booking fails after the charge, the portal returns the amount to your wallet as promotional credit. Check your wallet card.

Written By GovPreneurs

Last updated 21 days ago

A booking can fail after the wallet is charged. When this happens, the portal returns the amount at once. You see a message.

What the message says

  • If the return worked: "Your credits were returned — you were not charged."
  • If the return did not work: "Our team has been alerted and will restore your credits."

Check these in order

  1. Read the message. It tells you which case you are in.
  2. Open Usage History. Click Usage History on the wallet card. A failed attempt that was returned does not show as a charge. See Where do I see my wallet balance and usage history?.
  3. Check your wallet card. The amount comes back as Promotional credit, also if your Wallet balance paid. Promotional credit is used first on your next purchase. It is not refundable.
  4. Try the booking again. If the call needs a time, see Why did my call booking fail?.

Do not worry about a double charge

The portal returns a failed charge before you try again. If you see two charges for one call, tell us.

💬 Still not right? Click Need Help? Click Here at the top of the member portal. Tell us the date, the call and the amount shown in Usage History. See What should I send support when a check, booking, or payment fails?.

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