Step 1: Check your email 📫
First of all, make sure the email address on your account is correct. If there is an error, correct it in your Profile → Your first and last name at the top → My Information.
After every purchase on Libon, a receipt is automatically sent to the email address chosen for your Libon account.
Didn't receive a receipt? That means the payment didn't go through.
Your Libon products haven't been added to your account, and no amount has been charged.
But then, why do I see a held amount in my bank account?
What you see is not a charge: it’s a pre-authorization, also known as a bank hold.
In practice, when you attempt a payment on Libon, our system contacts your bank to verify that the necessary funds are available in your account. Your bank temporarily “holds” this amount while the verification is in progress. If the payment fails, no money is actually debited from your account—but this hold will remain visible for a few days.
The pre-authorization will be automatically removed without any action on your part, usually within 5 to 10 days, depending on your bank.
It is important to understand that:
You will not receive a refund notification
You will not see any money credited back to your account
The money never left your account: it will simply be released and become available again
Pre-authorizations may appear on all Libon products: purchasing minutes, unlimited plans, topping up a loved one’s number, money transfers, and any other purchases made through the app.
❤️ Our customer support team is always available to help you: if the pre-authorization amount is still blocked after 10 days, please don’t hesitate to contact us!