Important Note: DEX functionality is currently disabled for UK customers. Read more about the changes [here].
There are a number of reasons your balance can fall into the negative. These include, but may not be limited to, the following:
- A pre-authorised transaction has gone through. This is often the case when renting a car or staying at a hotel.
- Offline transactions - Low-value products or services such as bus & tram tickets, or toll booths, may not post their transactions until the end of the day.
- Late presentment - The merchant didn't upload their transaction immediately
- Forced authorisation - If your card is on file with a company, for a gym subscription, for example, these types of charges can cause your account to go into a negative balance
If you believe your account has gone into negative balance incorrectly, please contact our support team at email@example.com