Your app shows two charges, but when you check a blockchain explorer, there is only one on-chain transfer. In this case, seeing two charges is an appearance, while one on-chain transaction is the truth—one of those charges is the actual on-chain settlement, and the other is usually an authorization hold that hasn't actually been settled.
First, open your transaction history and check the status of both charges. How you handle it depends entirely on which stage each is in.
Step 1: Distinguish Between "Authorization Hold" and "Actual Settlement"
This is key to deciding what to do.
What to do: Look at the details of the two charges in your app, focusing on the "Status" field. What you need to see: Categorize each transaction as "Pending" or "Completed".
A real card payment corresponds to only one final settlement on the blockchain. The second charge you see might not have gone through the full process. According to OKX, duplicate charges users see are often a combination of an authorization and a final settlement, not a true double charge.
Case A: One shows "Pending," the other shows "Completed"
This is the most typical scenario. The pending one is a pre-authorization hold that froze the amount but hasn't resulted in an on-chain transfer. The completed one is the final charge settlement made by the merchant.
What to do: Verify that the amount and merchant name of the pending charge match the completed one. What will happen: The pending record will automatically disappear within 7 to 30 days, and the frozen funds will become available again.
Case B: Both show "Completed"
This is a genuine duplicate settlement. You need to file a dispute or request a chargeback.
What to do: Screenshot both transaction records and submit a dispute through your platform's customer support. What you need: Customer support confirms a ticket has been created and tells you the processing timeline.
KuCoin Card's official documentation states that dispute requests must be submitted within 60 days of the transaction. Processing times vary by platform; for example, Crypto.com takes 10–20 business days, and MetaMask takes 15–30 business days.
Risk reminder: Where you submit the dispute is very important. You must go through your card issuer (such as OKX or Binance support) and not directly contact the merchant. If you bypass the issuer and deal with the merchant directly, you lose the chargeback protection provided by the Visa/Mastercard network.
Common Mistakes
Many people see two records and assume that if there's no on-chain transfer, no money has been moved. They ignore checking the status in the app. In reality, having only one on-chain transaction is normal. The real risk is mistaking an authorization record for a settled charge, thinking the funds are safe, only to have the actual settlement fail or incur extra fees because the available balance isn't enough when the real charge goes through.
How to Verify Everything Is Settled
In case A, you just wait for the authorization record to disappear automatically, usually within 7–30 days. In case B, after you file a dispute, the only way to confirm is to wait for the final result from platform support. If the dispute is successful, the funds will be returned as a refund to your original payment method, according to the processing timeline. Until then, keep screenshots and records of both charges.
