I’ve been charged and haven’t received my ticket

There are a couple of reasons why you may not have received your ticket, but a charge is showing on your bank account. 

Firstly, the payment may be showing as a pending charge on your bank account, but at some stage in the process, the payment in the app may have stalled or been cancelled. This may have been cancelled for many different reasons, and you can contact us or your bank directly to check this. It may take between 2 and 10 days for funds to appear back in your account following a rejected payment. 

If you wish to travel immediately, please attempt to purchase a ticket using a different method of payment. 

If you wish to query a rejected payment and discover the reason for this payment being taken but not processed to a ticket, please contact our customer service team through the Help & Support section in the app or email us at help@mytrip.today.

Note: Banks often remove money from an individual's account even when a payment has been rejected. This money will always be returned to the customer, and the time taken to return to a customer's account varies depending on which bank you are with. 

Alternatively, if payment has been successfully processed and you still have not received your ticket, you may have selected the “It’s a gift for someone else” option at checkout. A gifted ticket will not automatically be assigned to an account; a code for the gifted ticket will have been emailed to the email address entered at checkout or to the purchaser's email if no email was specified at checkout. For further details on how to claim a gifted ticket code, please see the following help article: How do I gift a ticket?/How do I buy a ticket for someone else to use?

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