What should I do if I haven't received my deposit?

Understanding pre-authorized clearing times

If you’re using your Zeller Debit or Corporate card to make purchases, the seller’s financial institution may require a pre-authorisation to withhold funds, and the clearing times to process these funds may vary for each financial institution.

Pre-authorisations are common in situations where the total purchase cost cannot be determined in full at the time of purchase, such as:

• Accommodation: Room service, equipment rental, other incidental charges.
• Rental services: Hire fee, insurance, security deposits.
• Travel agencies and airlines: Ticket purchases, add-ons, cancellation fees.
• Petrol stations and other unmanned card payment terminals.
• Restaurants: Pubs or bars, where a tab is set up ahead of time.
• Online subscriptions or trial purchases.

Card payments can take some time to fully process, and some examples of typical clearing times are as follows:

The timeframe for approved in full pre-authorised deposits. 

• Most card transactions: Up to 3 calendar days
• Cancellation and refunds: Up to 14 calendar days
• Petrol stations: Up to 14 calendar days
• Accommodation and rental services: Up to 30 calendar days

If your card payment isn't fully processed right after you've received your products or services, we recommend waiting up to 14 calendar days before checking again.

If you require further assistance, please get in touch with our Support team.