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What should I do if I see an unauthorised/pending charge on my card?
What should I do if I see an unauthorised/pending charge on my card?
Hello GetGo avatar
Written by Hello GetGo
Updated over a week ago

If you see unauthorised or pending charges on your account, credit or debit card statement, please follow the steps below before contacting us.

*You will only be charged after the transaction has been processed.

  1. Launch the GetGo app

  2. Tap on Booking

  3. Select Past Bookings

  4. Cross reference the charges on your account and Past Bookings

  5. Check your email inbox that is registered with us and look for email from [email protected]

Please refer to below for common scenarios that are often mistaken for unauthorized charges:

  1. Cancelled Booking: If you cancelled your initial booking after 48 hours, you might still see a cancellation fee.

  2. Convenience Fee: A convenience fee may be charged to you if you didn’t return our car to its home lot or left the headlights on after ending your booking.

  3. Cleaning Fee: A cleaning fee may be charged if you dirty the vehicle. Refer to our FAQ articles below for more information.

Recently added payment methods: When you add a new payment method to your GetGo account, such as adding a new card, you might see a temporary $1 authorisation charge on your bank statement as a one-time charge. This is to verify that your account is active and that the amount will be refunded back to you automatically. Your bank might process your refund within 30 days.

If you still don't recognize the charge and think it is fraudulent, please send an email to us at [email protected]

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