If you cancelled an on-demand consultation or your consultation was marked as “Not completed,” we will void the payment authorisation on our end. However, your bank or payment provider may still show the transaction as processing or pending until the hold is released.
The hold is usually released within 24 hours. In some cases, it may take longer, up to 34 working days depending on your bank or payment provider. This is outside Doctor Anywhere's control.
What does this mean?
The hold is usually released within 24 hours. In some cases, it may take longer, up to 34 working days depending on your bank or payment provider. This is outside Doctor Anywhere's control.
What does this mean?
- You have not been charged.
- The amount is temporarily held by your bank or payment provider.
- No action is needed. The hold will be released automatically once your bank or payment provider completes the process.
If it's taking longer than expected
Contact us with your transaction date and amount. We can provide the relevant transaction reference details, including the approval code, for you to share with your bank or payment provider to help trace the transaction.
The above applies to card-based payments and card-linked payment methods, including credit card, debit card, Google Pay and Apple Pay.
PayNow works differently as it is a real-time bank transfer rather than an authorisation hold. If your PayNow payment has not been released or returned within 24 hours, please contact us so we can look into it.