# Credit Card Charged for Failed Order **Common problems** * Paid with credit card, didn't receive my product. * Received a mail that my payment failed, but I can see you took the money. If you see a charge on your card statement and you didn't receive the product, this usually means that your payment hasn't gone through yet and your statement is showing you the pre-authorization hold. [Pre-authorization holds](https://en.wikipedia.org/wiki/Authorization_hold) are a common banking practice. Your bank should release the funds within an hour, but can sometimes take up 72 hours, depending on your bank. Please contact your bank for more information. Innadril Customer Support cannot release pre-authorization holds. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://help.innadril.gg/payment/common-problems-with-payments/credit-card-charged-for-failed-order.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.