🥷 I don’t recognize a payment

You've spotted a charge from Shotgun on your bank statement or in your banking app, but you don't recognize it?

This article helps you identify where the charge may have come from and what to do next.

⚠️ Important:

This article is for a charge you can't identify at all.

If you already know which order it relates to, one of these will get you there faster:

• I was charged twice
• I was automatically debited after joining the waiting list
• I want to cancel my order

👉 What should I do?

1. Check with friends or family

First, check whether someone you know made the purchase. A friend, family member, partner, or someone who had access to your card or Shotgun account may have used it to buy a ticket.

This is especially worth checking if your card is shared with someone else or if you've previously used your Shotgun account or card on someone else's device.

2. Secure your accounts

If you still don't recognize the charge, secure the accounts that could be connected to the payment.

If you have a Shotgun account:

• Change your Shotgun password.
• If you sign in through Google, Facebook, Apple, or another external login, secure that account too.
• If your card is saved on Shotgun, check your saved payment methods.

See I forgot my password, or the reset isn't working.

For your bank or card account:

• Contact your bank or card provider if you believe someone may have used your card without your permission.
• Follow their instructions to secure your card or account and, if necessary, dispute the transaction.
• If you use another payment platform, make sure your login is secure and enable two-factor authentication where available.

⚠️ Never share your full card number, security code, password, or login codes with anyone, including Shotgun. We will never need your password or security codes to investigate a charge.

3. Contact Shotgun

If you still don't recognize the charge, contact the Shotgun Care team. Before contacting us, gather these details from your bank statement or banking app:

• Last 4 digits of the card that was charged
• Exact amount
• Exact date the charge appeared
• Exact wording shown next to the charge on your statement

Then, choose the situation that matches your case below:

👉 I have a Shotgun account and found an order or receipt

If you have a Shotgun account and found an order or receipt that matches the charge, check the following:

1. Could you have bought the ticket by mistake? If so, see I want to cancel my order.
2. Did you join a waiting list with automatic payment? Check your app notifications and see I was automatically debited after joining the waiting list.
3. Could this be a duplicate charge? If you see two charges for the same order, see I was charged twice.

If you still don't recognize the purchase after these checks, contact the Shotgun Care team.

What we need from you

• Last 4 digits, exact amount, exact date, and statement wording of the charge
• Email address linked to your Shotgun account
• Order number

👉 I have a Shotgun account, but I can't find an order or receipt

If you have a Shotgun account but can't find an order or receipt matching the charge:

1. Log in to your account and check your tickets, even if you never received an email confirmation. The order may still be available in your account.
2. If you find a ticket, check the information shown on it. If you recognize the name or details of someone you know, contact them to check whether they made the purchase.
3. Think about whether you may have saved your card on someone else's Shotgun account. A card that remains saved there may be used for another purchase.

If you still don't recognize the charge after these checks, contact the Shotgun Care team.

What we need from you

• Last 4 digits, exact amount, exact date, and statement wording of the charge
• Email address linked to your Shotgun account

👉 I don't have a Shotgun account and I've never bought a ticket from Shotgun

If you've never had a Shotgun account or bought a ticket from us, contact your bank or card provider first.

They can help confirm the merchant information associated with the transaction and explain how to secure your card or dispute the payment if necessary.

If you believe the charge may be connected to Shotgun and need us to investigate, you can also contact the Shotgun Care team.

What we need from you

• Last 4 digits, exact amount, exact date, and statement wording of the charge
• An email address where we can reply to you