This pre-authorization hold on your funds means the merchant has sent an electronic request to hold funds until a settlement for your transaction with them fully clears.
To remove this hold, the merchant will have to issue a reversal for the hold electronically over their Visa payment gateway. Until they do, the bank and Visa processor do not know if the merchant intends to settle the transaction or keep the hold on the card. They rely on the Visa payment gateway to tell them the instructions that need to be followed in the transaction processing flow.
If you speak to a cardholder services manager, they can walk you through the process for engaging with non-responsive merchants who have placed pre-authorization holds without settling the transactions.
Note: BitPay cannot release or remove any pre-authorization holds placed by merchants. Only the cardholder services team can remove holds, and only with direct merchant authorization.
For US BitPay Cardholders
If the hold remains for 30 days due to inaction by the merchant, the funds are added back to the card's remaining balance.
To get assistance with submitting your request to a merchant to remove a hold, please contact the cardholder services team. Here is the cardholder service's team contact information and hours of operation:
Mon-Fri: 8:00 am. 10:00 pm EST
Sat-Sun: 9:00 am. 6:00 pm EST
For International BitPay Cardholders
If the hold remains for 14 days due to inaction by the merchant, the funds are added back to the card's remaining balance.
To get assistance with submitting your request to a merchant to remove a hold, please contact the cardholder services team at email@example.com.
For Non-US Residents:The BitPay Visa® Prepaid Card is issued by Wave Crest Holdings Limited pursuant to a license from Visa® Europe. Visa® is a registered trademark of Visa Incorporated. Wave Crest Holdings Limited is a licensed electronic money institution by the Financial Services Commission, Gibraltar.