Have you ever tried to pay online, only to see the transaction fail, but your money still appears to be gone? If so, you’re not alone. Card reversals can be confusing and frustrating, especially when you're waiting for the money to return.
At Bitnob, we understand how important your funds are, and we want to shed light on what happens during a card reversal and why it can take time.
What Is a Card Reversal?
A reversal happens when a transaction is declined or canceled, and the amount you tried to spend is returned to your card.
While it might seem straightforward, the reversal process goes through several steps behind the scenes—between the merchant, payment gateway, card provider, and bank—before the funds reflect on your card.
So, even though you don’t see the money right away, it’s working its way back to you.
Why Do Reversals Take 3–14 Working Days?
The typical reversal period is 3 to 14 working days (excluding weekends and public holidays). Here’s why:
Authorization: When you attempt a payment, your card provider temporarily holds the funds.
Clearing: If the transaction fails, the merchant (or payment gateway) has to notify the issuing bank that the funds are no longer needed.
Settlement: The funds go through a network of checks and balances before they are officially released back to your account.
During this time, you might receive notifications from us or the merchant suggesting the money has returned but these are often premature or system-generated alerts. The actual usable balance may still take several days to reflect.
When the Transaction Shows as Successful on Bitnob but Failed on the Merchant’s Side
Sometimes, a transaction might show as successful on Bitnob, meaning it was authorized and sent, but still fails on the merchant’s platform. This can be especially frustrating when funds leave your card, but you don’t get the product or service you paid for.
Here’s what’s happening:
The transaction has been authorised and sent successfully from your Bitnob card.
But if the merchant does not confirm receipt of the payment (due to an error, timeout, or rejection), the funds are essentially in limbo.
What should you do?
Wait 3–14 working days
If the merchant doesn't accept or confirm the payment, the transaction will be automatically reversed within this time frame.
Still nothing after 14 working days?
Contact Bitnob Support.
Share a screenshot showing the successful debit from your card.
Provide proof from the merchant (email, dashboard screenshot, or support response) confirming they didn’t receive the payment.
This helps us escalate your case to the card provider and get it resolved faster.
⚠️ Note: If the transaction is successful on both ends, Bitnob cannot trigger a reversal without the merchant confirming non-receipt. That’s why this step is important.
Why It Feels Like Nothing Is Happening
While it may seem like nothing is happening, your transaction is undergoing several layers of processing, including the merchant, payment gateway, card provider, and bank. All of these parties must align before the funds can be returned to your account.
It’s also important to know that Bitnob does not hold your funds during this period. The delay typically comes from the provider’s side. Rest assured, we are actively monitoring and following up until everything is fully resolved.
What Should You Do If It Takes Longer Than 14 Days?
If you’ve waited for more than 14 working days and the reversal still hasn’t reflected:
Please reach out to our Support team immediately.
We will escalate the issue to our providers with proof of transaction and timestamps.
Our team will work to ensure it is resolved as quickly as possible.
What Bitnob Is Doing to Help
Based on your feedback, our support team has made key improvements to ensure better communication and faster updates when it comes to reversals. We now:
Track reversal windows more closely.
Provide regular updates during delays.
Follow up directly with providers once the reversal window is exceeded.
Educate users on what to expect, so you're never left in the dark.
Final Thoughts
Card reversals are a normal part of the digital payment process, but we understand they can be frustrating.
At Bitnob, we’re committed to making the experience as smooth and stress-free as possible. If you ever have concerns, questions, or just need clarity, our team is always here to support you.