Handling Duplicate or Unrecognised Transactions

Unexpected charges on your Card can be stressful—but most cases are easily resolved.

This guide breaks down two types of issues:

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