You're probably looking at an authorization hold. Here's what that means.
A hold isn't a charge
When you place an order, your bank sets aside an amount so it's ready when your prescription is approved. The money hasn't left your account and nothing has been paid to us yet.
It usually shows up as "pending" in your banking app, and your available balance drops by that amount even though nothing has been withdrawn.
Why we do it
We place the hold when you order so your medical review can start straight away. Waiting to take payment until after approval would add days to getting your medication to you.
What happens next
If your prescription is approved, the hold becomes an actual charge and your order moves forward.
If you're not approved, the hold is released.
How a released hold actually works
This is the part that catches people, so it's worth being clear.
A released hold does not come back as a refund. You won't see a deposit, and you won't see a credit on your statement. The pending amount simply disappears and the money becomes available again. Depending on your financial institution, this can take up to 7 business days.
Things that look wrong but usually aren't
Two pending amounts. Sometimes a hold and a charge appear at the same time before the hold drops off. This is not another charge initiated by us and it usually resolves within a few days.
The pending amount doesn't match your order. Some banks display holds differently. We will request the total amount for the individual order.
A small charge you don't recognize. Some banks run a temporary verification charge when you add a card. That's your bank, not us, and it reverses on its own.
When to message us
A hold is still showing after the expected time
You see a charge you don't recognize at all
You've been charged twice for the same order
You were charged after canceling
The amount doesn't match what you expected
Message us with your order number and what you're seeing on your statement — the amount, the date, and the description. That's usually enough for us to sort it out in one reply.
Please message us before contacting your bank
If something is genuinely wrong, we can almost always fix it faster than a bank dispute. A dispute can take weeks and can complicate your account and your treatment while it's open.
We'd rather you ask us and find out it's normal than sit and worry about it.
Where to check your own billing
Your portal will have all of your transaction and order information. Order history shows your past orders and what you were charged. My plans shows your next billing date and amount.