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I've been charged twice for my pass

Seeing a double charge on your bank statement? This guide explains why this might happen and how to get a swift refund for the extra payment.


Below, we’ll explain the most common reasons this might happen:


1. Duplicate Charges for the Same Ticket

Sometimes, it may look like you’ve been charged twice for a single purchase. This can happen if:

  • You attempted to pay multiple times due to a failed or delayed response in our system
  • Your bank temporarily authorised multiple payments, while only one should settle
  • There was a system error causing a pass to be issued twice

What to do

Please reach out to our support team with:

  • The email address linked to your Zeelo account
  • A screenshot of your bank statement (showing the duplicate charge)
  • Details of the route or ticket you were trying to buy
We will verify the charges on our side and issue a refund for any duplicate payments as soon as possible.

2. Multiple Passes Showing in Your Account

If you see more than one active ticket or pass in your account (e.g. two annual passes for 2026), this usually means that:
  • Your payment may have actually gone through more than once despite showing an initial failure
  • The system issued multiple passes when it should have only issued one
What to do
Please do not activate or use both tickets. Contact our team, and we’ll review your account, confirm what was processed, and:
  • Remove any duplicate passes
  • Arrange a refund for any incorrect charges

3. No Ticket Showing After Payment Was Taken


If payment has been deducted from your account but no ticket is visible in the app, it could be due to:
  • A temporary sync issue between your payment and your account
  • A technical glitch during purchase
  • The ticket being assigned to a different account (e.g. if you were purchasing for someone else)
What to do immediately
  • Make sure you're logged into the correct account
  • Check your email for any booking confirmation
  • If you can’t find anything, contact us right away
We prioritise urgent cases like this, especially if you're due to travel soon. Let us know your route, when the ticket was purchased, and your payment confirmation so we can sort it out before your journey.

We're Here to Help

If any of the above applies to you — or if you're unsure what’s gone through - get in touch — our customer service team can check everything on our side. We're committed to resolving payment issues quickly and ensuring no one is left without access to their travel.

Final Notes

  • Refunds for duplicate charges are typically processed within 3–5 working days
  • If you're purchasing a pass for a child or dependent, make sure you're logged into the same account used to complete the payment
  • Always check for a confirmation email after purchase to ensure the ticket has been assigned