Cancellations, refunds and support

Ask the merchant directly for a refund. Authorized is a temporary hold and Cleared is settled; merchant confirmation alone is not a credited refund, so check the RedotPay refund notification and account credit.

How long does it take?

Failed-payment holds usually return in 2–5 days. Merchant refunds can take 30+ days; RedotPay states crediting within 2–15 days after receipt. If delayed, obtain the merchant’s processing date and ask support to trace it.

Where is it returned?

Refunds return to the RedotPay account, but the official card-refund guide does not specify the returned crypto. Ask support which balance receives the credit; the merchant refund excludes the original transaction fee.

Cancellation and subscriptions

Card → Settings → Delete card removes the card; cancel merchant subscriptions with the merchant. For Pro, turn off Pro → … → Manage membership → Auto-renewal separately; paid membership fees are non-refundable.

Declined or unfamiliar transactions

If the app transaction shows an error, send a screenshot to RedotPay support. With no transaction record, ask the merchant about its rejection; if an amount is held, distinguish Pending from Declined before retrying.

What to prepare for support

Use support in the official app or help center with the error, date, amount and merchant refund confirmation. For an unresolved merchant charge, ask about chargeback eligibility and procedure.

Card issuer / operator

Official confirmation needed

Custody of funded balances

Custodian Account users: Red Dot Trust Limited or appointed concurrent/successor custodians. Assets use pooled custody and individual internal ledgers; this description does not apply to a separate self-custody wallet.

Use Cards → Freeze and manage card spending limits. Cancel subscriptions with the merchant to avoid failed recurring charges and possible fees. For spending without borrowing, use Balance payments and treat optional Credit separately.