New problem topping up Entropay

[Elisek]

To pay some fees, I needed to top up my Entropay card. Done it before a number of times, no problems.

This time however, I was told that the top-up was not successful but the funds have been taken from my bank account. I certainly had enough funds in my bank account to cover it. But they haven't been loaded on the Entropay card.

It's like my top up has disappeared into the air. Anyone come across this? Could it be a glitch?

[andrew19]

Originally Posted by Elisek

To pay some fees, I needed to top up my Entropay card. Done it before a number of times, no problems.

This time however, I was told that the top-up was not successful but the funds have been taken from my bank account. I certainly had enough funds in my bank account to cover it. But they haven't been loaded on the Entropay card.

It's like my top up has disappeared into the air. Anyone come across this? Could it be a glitch?

How did you solve this problem? The same problem today;/

[mladen82]

Hello.
I had same problem today, but i had same problem 15days ago. Problem was solved so that my bank refund money on credit card.
Something going bad with bank transactions or Entropay.

Entropay send me this message about this situation.

We apologise for the inconvenience. The transaction failed, probably due to interruption in networks communications. Our system is totally automated. Once we have authorised the funds, and your bank has confirmed that the funds are available, we would then begin the process of collecting the funds. However if there is a break in Internet communications at any point in the process, the deposit will fail and we will not continue with the process. The automated system cannot pick up a broken transaction process and continue with it, and we cannot process any transactions manually. Therefore the funds will remain authorised at your bank until they release them, depending on their own rules on authorisations. This is a standard procedure and once the pre-authorisation has expired (normally within 6 business days, but can be as much as 30 days) the funds will become available on your personal credit/debit card again. Please note that some banks will hold the funds for up to 30 days as under Visa regulations, the merchant (in this case, EntroPay ) has up to 30 days to claim the funds. If the funds are not returned to your account in 30 days from the date of transaction, please send us an up to date copy of your Bank Statement, showing the charges to EntroPay. We are very sorry however we are unable to contact the bank for you. I am very sorry for this inconvenience. Should you require any assistance do not hesitate to contact us.
Sincerely Daniela Customer Support