---
title: Report a duplicate or unrecognized charge
description: Seeing a double or unknown charge from a Tapmy creator? Learn how to tell a pending hold from a real charge and who to contact first.
lead:
  - A double charge is often one pending authorization plus the final charge. Check your statement and email receipts, then contact the creator for a true duplicate, or your bank right away if you do not recognize the seller.
tags:
  - payments-fees
source: docs/tapmy-wiki/pages/report-a-duplicate-or-unrecognized-charge--ea77bb99.md
---

## What should I look at first? {#before-you-start}

- The status, amount, currency, date, and descriptor on your statement.
- Whether anyone else in your household or business could have bought it.
- Receipts in every email address you use.

## How do I figure out what the charge is? {#what-to-do}

1. Compare the two entries. A pending one and a completed one can be a hold and its final charge, not two purchases.
2. Search your email for the amount, creator, product, and date. Check the email on your wallet and browser autofill too.
3. Open the creator's store from the receipt and confirm what you bought.
4. If two completed charges belong to one order, write to the creator with both dates, both amounts, your checkout email, and any order reference.
5. If you do not know the seller or think your card was stolen, lock the card and call your bank. Do not wait for an email reply.
6. Report it to Tapmy Support with the store URL, amount, currency, dates, your checkout email if you know it, and the last four card digits only if asked.

## What does a resolved case look like? {#what-success-looks-like}

Each statement line is labeled pending, completed, reversed, refunded, or disputed, and you know who handles the next step.

## Why might it still look wrong? {#if-it-still-does-not-work}

- A refund can sit next to the original charge until your bank posts the credit.
- Different currencies or exchange rates can make linked entries differ.
- Crop and redact the statement entry instead of sending the whole statement.
- A chargeback affects the seller's dispute process. Use it when it fits, not to settle a normal pending hold.

## What happens next? {#next-steps}

For a purchase you recognize, follow the seller's refund process. For a payment you do not recognize or suspected theft, continue with your bank and keep your Tapmy case reference.