Question

I made a booking on HotDoc and added my payment method, and I now have a pending payment in my bank statement for the value of my appointment. I haven't seen my doctor yet as the appointment time is still in the future. Why is this happening?

Solution

If you are seeing a pending payment in your card right after booking an appointment, it means your practice is pre-authorising payment for appointment booked through HotDoc.

This is a temporary transaction that puts the estimated cost of the booking into a hold on your credit/debit card, but those funds won't be debited from your account until after you attend your appointment. 

• If your booking is within 7 days from the moment you booked the funds will be debited once you are seen by your practitioner.
  
  
• If your booking is further than 7 days into the future, we will release the pre-authorised funds back to your card 7 days after you made the booking. After your appointment, your practice will create a new seperate payment for the cost of your appointment.
  • Note: Released funds may take up to 7 business days to be available in your account depending on your bank.
    
    
• If the actual cost of your appointment is higher than the pre-authorised amount, HotDoc will immediately release the pre-authorised funds and a separate new payment will be processed for your appointment with the actual cost. 
  
  
• If the actual cost of your appointment is lower than the pre-authorised amount, HotDoc will attempt to take payment from these funds but may be required to immediately release the pre-authorised funds and a separate new payment will be processed for your appointment with the actual cost. 
  
  
  

  ⓘ Please note

  Given it depends on your bank how long it takes for them to release the pre-authorised funds into your account, you may see the pending pre-authorised payment and the actual appointment payment in your card simultaneously. You will not be charged for the pending pre-authorised funds and they should be released by your bank within 7 business days.