Splacebar - Your Extra Space, Their Perfect Solution

Common billing issues

Payment Declined

This is the most common billing issue. Your payment may be declined for several reasons:

• Insufficient credit limit: Your card doesn't have enough available credit for the charge
• Expired card: The card on file has passed its expiration date
• Incorrect card details: Card number, expiry date, or CVV is incorrect
• Bank security block: Your bank has flagged the transaction as suspicious
• International transaction block: Your card isn't authorized for international payments
• Daily spending limit exceeded: You've reached your card's daily transaction limit

Failed Recurring Payment

If your monthly subscription payment fails:

• Automatic retries: We'll automatically retry the payment daily for up to 7 days
• Email notifications: You'll receive email alerts when a payment fails
• Grace period: You have 7 days to update your payment method
• Service interruption: After 7 days, your storage access may be suspended
• Security deposit usage: We may charge your security deposit to cover outstanding amounts

Incorrect Charge Amount

If you see an unexpected charge amount:

• Partial month charges: First payment includes prorated days plus security deposit
• Security deposit: Initial booking includes 30-day security deposit (refundable)
• Late fees: Overdue payments may incur additional charges
• Exchange rate fluctuations: International cards may see slight variations due to currency conversion

Duplicate Charges

If you see multiple charges for the same booking:

• Authorization holds: Pre-authorization charges may appear temporarily but won't be captured
• Multiple bookings: Verify you don't have multiple active storage bookings
• Failed payment retry: Sometimes multiple attempts show as separate charges temporarily
• Processing delay: Refunds may not show immediately on your statement

Step-by-step troubleshooting

Follow these steps to resolve most billing issues:

Step 1: Check your payment method

Open the Splacebar app

Tap the hamburger menu on the top left of the home screen.

Go to Payment Methods

Find the "Manage Cards" section to view your current card being used for payments.

Verify card details

Ensure that the last 4 digit of your card number is correct and up to date.

Update if needed

If your card is expired or incorrect, add a new payment method and remove the old one.

Step 2: Contact your bank

If your payment method is correct but payments are still failing, contact your bank to:

• Verify your account has sufficient available credit/funds
• Confirm international transactions are enabled (if applicable)
• Check if any security blocks are preventing the charge
• Ensure daily spending limits aren't being exceeded
• Authorize recurring subscription payments to Splacebar

Tip: Let your bank know you're making a recurring payment to "Splacebar" in Singapore for storage services. This can help prevent future blocks.

Step 3: Review your charges

Check your transaction history in the Splacebar app to understand your charges:

• View all past payments and upcoming charges
• Verify billing dates match your booking start date
• Check that security deposit was charged correctly
• Review any prorated charges for partial months
• Confirm there are no duplicate bookings

Step 4: Try a manual payment

When a payment fails, we will email you with a link to make payment:

Check your email

Look for a payment notification email from Splacebar in your inbox (check spam folder if needed).

Click the payment link

The email will contain a secure payment link - click it to proceed.

Complete the payment

Update your card information if needed and complete the payment with your updated card.

Understanding your charges

Know what to expect on your billing statement:

Typical charge breakdown

Initial booking charge

Charged when you first book storage

Prorated days + Security deposit

Example: $50 + $200 = $250

Monthly recurring charge

Charged on the 1st of each month

Full monthly rate

Example: $200/month

Security deposit refund

Refunded after storage ends

Within 14 working days

Minus any outstanding amounts

Billing statement name

Charges from Splacebar may appear on your statement as "SPLACEBAR" or "STRIPE* SPLACEBAR". The exact name depends on your bank and card processor.

Disputing a charge

If you believe a charge is incorrect or unauthorized:

Before filing a dispute

Contact Splacebar support first. Most billing issues can be resolved quickly without a formal dispute:

• We can explain charges and provide detailed invoices
• If an error occurred, we can process refunds immediately
• Disputes through your bank can take weeks or months to resolve
• Chargebacks may result in account suspension until resolved

How to dispute through Splacebar

1. Contact support: Reach out via the app or email with your booking details
2. Provide information: Share the charge date, amount, and reason for dispute
3. Submit documentation: Include screenshots or receipts if relevant
4. Wait for review: We'll investigate within 2-3 business days
5. Receive resolution: If approved, refunds are processed within 5-7 business days

Important chargeback information

If you file a chargeback through your bank without contacting us first:

• Your Splacebar account may be temporarily suspended
• You may lose access to your stored items until resolved
• Future bookings may be restricted
• Resolution can take 30-90 days through the bank

Preventing future billing issues

Keep these tips in mind to avoid billing problems:

Best practices

• Keep payment method up to date
• Update card before expiration date
• Ensure sufficient credit limit
• Enable email notifications for charges
• Review charges regularly
• Contact support if something looks wrong

Set up notifications

• Enable billing email alerts
• Get notified of upcoming charges
• Receive payment failure warnings
• Get reminders to update expiring cards
• Review monthly billing summaries

Still having billing issues?

If you've tried these steps and still need help, our support team is ready to assist with your billing concerns.

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