> For the complete documentation index, see [llms.txt](https://support.ellipal.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.ellipal.com/docs/ellipal-pay/handling-duplicate-or-unrecognised-transactions.md).

# Handling Duplicate or Unrecognised Transactions

### 1. Duplicate Transaction

#### **What it is:**

You were charged twice (or more) for the same purchase. This is usually not fraud but a processing error.

#### **Common causes:**

* Merchant error (e.g. payment was processed twice)
* Network glitch (transaction submitted more than once)
* Pre-authorisation confusion (a hold wasn’t properly released)

#### **✅ What to do:**

**1. Check Transaction Status**

* Open the ELLIPAL App, and go to Assets > Pay > ELLIPAL Pay.
* See if one charge is Pending and the other is Cleared

**2. If one is Pending**

* Wait 3–5 business days
* Most pending duplicates resolve automatically

**3. If both are Cleared**

* Contact the merchant first — they may refund the duplicate
* If unresolved, contact Gnosis Pay support with details of both transactions

***

### 2. Unrecognised Transaction

#### **What it is:**

You don’t recognise a charge in your transaction history. This may indicate fraud or a charge you simply didn’t recall.

***

### IMMEDIATE ACTION: Freeze Your Card

Before doing anything else:

Freeze your ELLIPAL Pay Card in the app

1. Open the ELLIPAL App.
2. Go to Assets > Pay > ELLIPAL Pay.
3. Open Cards.
4. Tap Freeze to freeze your virtual card.

Keep the card frozen while you review the transaction.

***

### Investigate the Charge

Before reporting it as fraud, consider these checks:

* Merchant Name: Some transactions use a business’s legal name, not the brand name
* Recurring Billing: Could it be a subscription or free trial that just started billing?

***

### Still Suspicious? Report It Immediately

If you are certain the charge is fraudulent:

* Keep your card frozen
* Contact ELLIPAL Support via in-app chat or <cs@ellipal.com>


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