Orders and payments
Was I charged twice for the same purchase?
Almost certainly not. If checkout is retried after payment already succeeded, Fidella returns the original outcome rather than taking a second payment. If you can see two charges on your statement, send support both references.
Retrying a checkout is a normal thing to do when a screen hangs, and it is designed not to punish you for it.
What happens on a retry
If the payment already succeeded, the retry resolves to the original voucher rather than starting a new purchase.
If you genuinely see two
Send support both references and roughly when they happened. Two similar purchases minutes apart is exactly the pattern that gets resolved quickly.
Talk to us before your bank
A chargeback takes weeks and is difficult to reverse. Support is faster.
Common questions
I see a pending amount that later disappeared.
Card authorisations can appear and then drop off. That is your bank, not a second charge.
Should I raise it with my bank?
Contact us first. A chargeback is slow and heavy-handed for something support can usually resolve directly.
Related terms
Still stuck?
Send us the details and we will pick it up. The form opens with "Orders and payments" already selected.