Why do I have a negative account balance?

Negative balances are a result of:

Subscriptions billing details:

• Balance adjustments due to chargebacks, disputes or banking recalls (i.e. if someone paid into your account by mistake and asked their bank to recall the payment)

• Offline card transactions (i.e. purchases placed on a plane)

• Pre-authorised card transactions (when you have enough money in your account at the moment you authorised a payment, but you spend that money before it’s actually cleared)

• A refund reversal (when you have received a refund, but the merchant has reversed it after)

We’ll check your balance whenever we're authorising a card payment, but if you’re paying in a non-GBP currency, the cleared amount is subject to the latest exchange rate from Mastercard. If the cleared amount is higher, it’s possible for it to cause a negative balance.

• If you cancel your card and order a new one later, replace an online card, or one that’s ‘Lost’ or ‘Stolen’ – you’ll need to manually update your subscription billing details.

• If you upgrade your account and receive a black card, or request a new card for any other reason – your subscriptions will be automatically updated with ‘Automatic Billing Updater’.

If this happens, just top up your account to resolve the negative balance.