Disputing a payment with your bank

A dispute (also called a chargeback) is when you ask your bank or card company to take back a payment. Your bank then asks us for our side and decides, which can take weeks.

If something looks wrong with a charge, write to us first. A person looks at every ticket, and if a refund is due we make it straight away: see Refunds for a plan or a credit purchase.

What happens when a payment is disputed

As soon as your bank tells us about the dispute:

• The unspent credits that payment bought are held. For credits you bought, that's what's left of that purchase. For a plan payment for the month running, it's the month's plan credits, up to what the payment gave. Credits already spent stay spent. On your Usage statement the hold shows as Credits held.
• Purchases pause. You can't buy credits, start a plan or move up a plan while a payment is disputed. Plan and billing says so.
• A plan whose payment is disputed stops renewing. It runs to the end of the period, and your card isn't charged again.
• Everything else stays yours. Your account keeps working: what you made, your other credits and your library are untouched, and you can still write to us.

The bell tells you when this happens.

When the bank decides

• In our favour, or the dispute is withdrawn: the held credits come back to your account, shown as Credits returned, and purchases open again. If you want your plan to renew, turn renewal back on from Cards, invoices and cancelling in Plan and billing.
• In your favour: the bank has returned the money to you, so the held credits stay removed. Purchases stay paused. If you want to buy from us again, write to us.

If you disputed by mistake

Ask your bank to withdraw the dispute. When it's withdrawn, the held credits come back as above. You can also write to us and we'll help.