Support
Understanding holds
A hold is the single most misunderstood thing about a deposit, and most of the worry about it comes from assuming it is a charge.
What is a hold?
A reservation on your card, not a payment. The merchant asks the network to set aside an amount. No money moves.
How long does it last?
Usually 7 to 30 days, depending on the merchant type. The app shows the exact countdown for each one.
Why did my hold change date?
For a longer stay the merchant re-books it. That replaces the original — you will see one hold with a new date. If you ever see two holds for one stay, contact us: that is a fault, not a charge.
How much of my ceiling is left?
The app shows it live as a ring on the home screen, with each open hold listed underneath.
Can I cancel a hold early?
Only the merchant can release one before it expires, because only the merchant placed it. If a stay ended days ago and the hold is still open, contact us and we will chase it through the network.
Does an expiring hold cost me anything?
No. An expired hold settles at KD 0. There is no fee for placing one, holding one, or letting one lapse.
Two holds for one stay is a fault
It is not a double charge and it does not mean you owe twice — but it does consume twice as much of your ceiling, which can get the next authorization declined. Tell us and we will have the duplicate reversed.
Related
If a merchant is trying to collect rather than reserve, that is a different situation and a different page.