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I got charged while I didn't purchase anything. What could it be?

You may have received a payment notification from your bank for a purchase made at the FELFEL fridge without using it. Don't panic, there can be a reasonable explanation!

Possible explanation 1: Weekly billing method

If your FELFEL account is under the weekly billing method, there are two possible scenarios:

Scenario 1: Your purchases are charged during the night from Thursday to Friday. This charge covers all the purchases you made from last Thursday up until this Thursday. You can review your Transaction History to tally all your purchases within this timeframe, ensuring that the charge corresponds to the weekly billing cycle.

For example, let's say you made purchases on Monday, Tuesday, and Friday. You’ll see a charge for your Monday and Tuesday purchases on Thursday night, while the Friday purchase will be included in the billing for the following week.

Scenario 2: You have reached the negative balance limit of -40 CHF, so your account was charged automatically. If you are on the weekly billing method and you hit the -40 CHF limit before Thursday night, your account will be charged right away. Any remaining purchases for that week will then be charged as usual on Thursday night.

For example, let’s say you spend 35 CHF on Monday. On Wednesday, you buy a meal for 10 CHF. Your total negative balance is now 45 CHF, so 45 CHF will be charged immediately to your payment method. Then, on Thursday at lunch, you buy another meal for 10 CHF. These 10 CHF will be charged together with your weekly total on Thursday night.

How to change your billing method?

If you wish to change your billing method from a weekly basis to a transactional basis, please reach out directly to our support team.

Possible explanation 2: My physical FELFEL badge was lost or given to someone else

If you have a physical badge linked to your FELFEL profile, and you can’t find it anymore, or you recently left the company where you used to have a FELFEL fridge, it is possible that someone else might have used it without realizing it belongs to you.

If you remember having a physical FELFEL badge (see the picture of the badge below) and notice any unexpected charges on your account, please reach out to our support team. We’re here to help you unassign the physical badge from your account and adjust your account balance!

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Possible explanation 3: My payment method was unsuccessful

Sometimes, the payment method you have linked to your FELFEL account might need a little attention—it could be outdated, blocked, or there may not be enough funds available at the moment. You can check this section to find what could be the issue with your payment method.

Our system automatically tries to charge any negative balance based on your billing method. This means that if your payment method gets fixed later on, the charge might have not happen right at the time of your purchase.

To check if your payment was successful, just have a look at your Transaction History. If you see a green check icon next to the amount of your previous purchase(s), that means it went through!

If you encounter any other cases than the ones above for a suspicious charge from FELFEL on your mean of payment, please reach out directly to our support team.