Why have I been charged twice for my pass?

OK, here's your new text. Need any more changes? Just let me know. Below, we’ll walk you through the most common reasons this can occur and what to do in each case.

1. Duplicate charges for the same ticket

In some cases, it may appear that you’ve been charged twice for a single purchase. This can happen when:

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  You tried to pay several times due to a failed or delayed response from our system.

• Your bank temporarily authorised more than one payment, even though only one should ultimately be taken.

• A system error caused a pass to be issued twice.

What to do

Please get in touch with our support team and share:

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  The email address linked to your Zeelo account

• A screenshot of your bank statement clearly showing the duplicate charge.

• Details of the route or ticket you were trying to purchase

We’ll check your payments and arrange a refund for any duplicate charges as soon as we can.

2. Multiple passes showing in your account

If you notice more than one active ticket or pass in your account (for example, two annual passes for 2026), it usually indicates that:

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  Your payment may have been processed more than once, even if you initially saw an error.

• The system issued multiple passes when only one should have been created.

What to do

Please don’t activate or use both tickets. Instead, contact our team so we can review your account, confirm what has been processed, and:

• Remove any duplicate passes.

• Organise a refund for any incorrect charges

3. No ticket showing after payment has been made

If money has left your account but no ticket appears in the app, it might be due to:

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  A temporary synchronisation issue between your payment and your account

• A technical problem during the purchase process

• The ticket is being assigned to a different account (for example, if you were buying on behalf of someone else)

What to do immediately

• Check that you’re logged into the correct Zeelo account.

• Look in your email inbox (and spam folder) for a booking confirmation

• If you still can’t find anything, contact us straight away

We prioritise urgent cases like this, especially if you’re due to travel soon. Share your route details, the purchase date and time, and your payment confirmation so we can resolve the issue before your journey.

We’re here to help

If any of the above applies to you, or if you’re unsure what has gone through, please get in touch. Our customer service team can review everything on our side. We’re committed to resolving payment issues quickly and making sure no one is left without access to their travel.

Final notes

• Refunds for duplicate charges are usually processed within 3–5 working days
• If you’re buying a pass for a child or dependent, make sure you’re logged into the same account you used to complete the payment
• Always look out for a confirmation email after purchase to confirm that the ticket has been successfully assigned