Some payments could fail for a variety of reasons, mainly due to a communication error in the system. Usually a failed payment should return to your account within a 1 to 2 hours once our system detects a failed payment.

There are some cases where a bank detects a failed payment, but instead of returning the money back to your account, it is sent directly into our account outside of our app, which does not issue a gift card. If this is the case, we will look for this payment in our account and send this back to you once it has been found.

When payments take a longer than expected time to process, our system will automatically cancel a transaction, so that if you choose to pay in that time with an alternative method, you will not be left with a gift card you no longer want.

If this is the case, as no gift card was transacted, we will get the refund issues back to you as soon as possible.

Some banks have a strict security on fraud prevention, namely HSBC. They can sometimes intercept any payments they believe is suspicious to prevent fraudulent activity, and hold onto that payment or any others that come by until they can run their checks.

Usually this money will be released back into your account within a few hours, but we have also seen it take much longer, especially if more payments are made whilst payments are being held.

There has been occasions where a brand is experiencing issues with processing and issuing gift cards, and this can cause gift cards to be not transacted even when the money has been taken. In a case like this, we will try and get the brand taken down from our app as soon as we discover an issue.

We will be working to get the situation resolved, and get any payments affected back to you. We will also send a notice out to all users affected to keep them updated on the situation.

In the chance that a failed or expired payment takes place, an email will be sent to you to let you know what to do to get a refund. On your wallet page on the JamDoughnut app, you will be prompted to verify your bank and payment details on the failed transaction, so that our refund team can get this processed for you as soon as possible, usually within 1 working day.

Please give it 5 to 10 minutes from your payment failure, as although this will be triggered automatically, but it can take some time for the system to register and process.

Please also feel free to reach out to our customer support channels so we can look into what the issue may be, if it may be a widespread issue. Our teams will help as soon as possible.