Why is my balance negative?
Possible Reasons for a Negative Balance
Your account balance might display as negative for various reasons. Here are the most common explanations:
Delayed Payments
In areas with poor connectivity, merchants may not immediately process payments. They might retry charging you later, potentially causing a duplicate charge (both a pending and completed transaction for the same merchant).
Usually, the pending transaction is canceled or reversed automatically. If it isn’t, you can contact us via the in-app chat or email at support@grineopay.com to dispute the transaction.
Final Costs Higher Than Expected
Some merchants temporarily block a specific amount on your account, which may exceed the final cost of the transaction. For example, when using a Grineo Card in public transport, the final charge can vary depending on the distance of the trip.
If the blocked amount exceeds your account balance, it could result in a negative balance until the final charge is adjusted.
Subscriptions
If you don’t have enough funds when your subscription charges (e.g., Netflix, Spotify, etc.) are due, they might be processed anyway, creating a negative balance.
How to Identify the Transaction That Caused a Negative Balance
Follow these steps in your app to locate the transaction responsible:
- Navigate to the Cards tab in the bottom menu.
- Choose the necessary card.
- Tap the Show All Transactions button to open your transaction list.
- Review your recent transactions.
- Compare the transactions to your balance to identify which one may have caused the issue.
If you notice a transaction you don’t recognize that led to a negative balance, contact us via the in-app chat or email at support@grineopay.com to dispute it.
