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My card shows a charge but my order did not go through.Updated 5 months ago

If your card was declined at checkout or the order did not go through, it likely means the billing information you entered does not match the information the bank issued for the card. We suggest checking the name, address (specifically the zip code) or using an alternate card. Credit cards usually work better in these cases. We find debit cards are way more sensitive when ordering through the security on our site.

Depending on the card/bank, it may appear to be an actual charge; however, all declined charges are "pending" transactions on your bank account, which are called "holds." When a debit or credit card number is submitted, it is transmitted as an electronic inquiry to determine if funds are available to cover the potential transaction. Your bank automatically places a "hold" on the amount until the merchant (aka Eagle Eye) clears, settles, or cancels the transaction (usually at the close of business each day). This includes credit card gift cards which we do not accept.

Since your order did not go through due to the error at checkout, it will automatically be canceled, and the "hold" (charge) will drop off in 1-5 business days, depending on your issuing bank's policy (every bank is different). It can take longer for all declined credit card gift card attempts.

If your card is showing multiple pending "holds" that is because the submit button was pressed more than once at checkout with an error. You need to contact your bank to see their policy on how long they hold the funds before releasing them back to you. Often after 2 or 3 attempts with incorrect information, the bank/card will decline the additional attempted charges because it has hit their fraud filters due to the multiple attempts.

If you need these funds released from hold immediately, we suggest calling your bank and having them contact us directly, and we can confirm the attempted transactions that need to be released from the pending "hold." If they need an official faxed letterhead, please acquire the fax number, the name we should send it to, and what information they will need in the fax from your bank contact. If you have any further questions about this, please chat with us.

If you need further assistance checking out or believe a different error is occurring during checkout, please don't hesitate to contact us.

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