We are aware that some Genoapay customers have been charged multiple times when making a payment. We have rectified the issue and reversed the additional charges, please check your bank account and let us know if you need any further assistance get in touch here.
Why have additional payments gone out?
There was a processing error at our bank, which meant some customers had additional payments taken. The incorrect payments have been reversed but this may take some time to show on your account. We are sorry and are working with our bank to make sure this is rectified as quickly as possible.
How long does the refund take to process?
Each financial service provider is different, so funds may take up to 72 hours to show up back in your account/card. If it doesn’t, please let us know! You can raise a query here.
How can check the reversal has gone through?
Please check the transaction history on the account or card that you use to pay for your Genoapay purchases.
I’ve now incurred a fee, what should I do?
We are sorry this has impacted you, please fill out this webform and one of our staff will investigate.
