Some S'porean YouTrip users charged for previously declined transactions after technical issues on Feb. 24

Some YouTrip users reported experiencing issues with their cards on Feb. 24, with online transactions being declined but later reflected as successful charges in their accounts.

One affected user, Raymond, told Mothership that he encountered the issue at about 2pm while attempting to purchase a Japan Shinkansen ticket online using his YouTrip card.

After several unsuccessful attempts, he used another card and was able to complete the purchase.

However, he discovered on Feb. 25 that the transactions which were previously marked as failed had been posted to his YouTrip account, resulting in a negative balance.

Raymond said he contacted YouTrip and received the following response from the company:

"We understand that transactions which were previously declined during yesterday’s service disruption have now been reflected in your account. We recognise how frustrating and concerning this is, particularly where it has resulted in unexpected charges.

The situation is currently under priority review, and we are working to understand what occurred. We will share further updates as soon as more information becomes available.

We are truly sorry for the distress and inconvenience this has caused, and we appreciate your patience while we work through this."

At the time of writing, his account balance had yet to be restored.

Many users experienced the same issue

Similar complaints were raised by users in the comments section of YouTrip’s latest Facebook post, with several saying they were charged for transactions that had earlier been declined.

In response to the comments, YouTrip said:

"We apologise for the inconvenience caused and understand the frustration. Please be assured that our teams are aware of the recent issue where transactions previously declined being reflected in your account and are working to investigate and resolve the issue. We seek your kind patience and understanding on this."

The company also asked affected users to contact its customer support team via direct message or email for assistance.

A check on YouTrip's Status Page showed two incidents of technical difficulties that day, each lasting between two and four hours.

Both incidents have since been marked as resolved.

Issue has been resolved: YouTrip

In response to Mothership's queries, YouTrip confirmed that it is aware of some users experiencing intermittent card transaction declines on Tuesday.

The issue has since been resolved, and all payment functions were back to normal by 9:08pm on Tuesday night, the company said, adding they are currently providing support to users whose transactions were affected.

"We are working to ensure the affected transactions are reversed, with the amounts credited back to their respective YouTrip wallet at the earliest possibility," YouTrip stated.

Users will receive updates through YouTrip’s customer service team once adjustments to their accounts are completed.

The company also added that those with queries can contact their customer service team via email at [email protected].

"We want to assure our community that all funds are safe," YouTrip said. "We thank our users for their kind understanding and patience."

Top photos courtesy of Raymond