OSPRY Docs

Billing and plans

Pending hold vs. charge

Who this is for: Anyone who sees a pending line on their card after starting pixel install · Where: Install page (/script)

What this does

Explains the one billing moment that generates the most support questions: the pending authorization you see on your card after you start pixel install. It is a hold, not a charge. This article is also the published support macro for that question (prd-152f AC-6).

How the hold works

  1. When you start pixel install, we place a hold (a manual-capture authorization) on your card for your commit pack amount. Your card shows a pending line. No money has moved.
  2. The hold is captured only when your pixel sends its first visitor from a domain registered on your account. At that moment, and not before, you are charged, and the full amount lands in your wallet as prepaid credit.
  3. If your pixel is not live within 7 days, the hold is released automatically. You are charged nothing and your wallet is unchanged. Your bank may keep showing the pending line for a few days after release; that timing belongs to your bank, not to OSPRY.
  4. If you re-authorize within 30 days of the release, you keep your locked per-lead rate and the same pack amount in one click. After 30 days, the pack is re-quoted at current pricing.

Support macro (paste-ready)

Hi {first_name},

The {amount} you see on your card is a pending authorization, not a charge. We place a hold when you start pixel install, and we only capture it when your pixel sends its first visitor from a domain registered on your account. Until that happens, no money has moved.

If your pixel is not live within 7 days, the hold is released automatically and you are charged nothing. Your bank may display the pending line for a few days after the release; that display window is set by your bank.

If the hold was released and you still want to go live, re-authorize within 30 days from your Install page ({app_origin}/script) and you keep your locked rate and the same pack amount. After 30 days we re-quote at current pricing.

Happy to help if anything on your statement does not match this.

Tips & FAQs

  • "You charged me!" Not yet. A pending authorization reserves funds; a capture moves them. We capture only on the first visitor from a registered domain.
  • "The hold disappeared, did I lose my rate?" No. A released hold keeps your locked rate reserved for 30 days. Re-authorize from the Install page to pick up where you left off.
  • "Can you release the hold early?" The hold releases itself at day 7 with no install. If you want it gone sooner, contact support and we can cancel the authorization.
  • No cash refunds after capture. Once the hold is captured into wallet credit, the balance is spendable and does not expire, but it is not refunded as cash.

Operator note: the customer-facing sentence this macro must never contradict lives in code, exactly once: PACK_HOLD_CHECKOUT_COPY in apps/portal/src/lib/server/pricing-v4/pack-hold.ts ("We place a hold now. You are only charged when your pixel goes live."). The day 0 / day 2 / day 5 / day 7 emails in pack-hold-comms.ts use the same story. If the product behavior changes, update those constants first, then this macro.