I am writing to report an issue with a payment I made for [Name of the service/product you paid for - If you remember what you purchased, put it here. If not, remove this entire section]. I made the payment on February 16, 2025, at approximately 12:34 AM (your local time, please confirm and add your timezone, e.g. GMT+3).
The payment was made using my Ininal prepaid card ending in 2728. The amount charged was 381.13 TRY. The email address associated with my Hugging Face account is [email protected]. The transaction ID from my Ininal statement is: b9bab15a-5948-41ad-a2ad-a6b9a61f66ee.
I have checked my Ininal account statement, and the payment has been successfully debited – the funds have been deducted from my card balance. However, my Hugging Face account does not reflect the payment, and I do not have access to the [service/product] I paid for. [If you remember what SHOULD be on your account after the payment, describe it here. If not, remove this section].
I have attached a screenshot of my Ininal statement showing the transaction.
Could you please investigate this issue and ensure that my payment is correctly applied to my account? Please let me know if you require any further information from my side.
If you use a debit or prepaid card that is not a credit card, the payment will not be finalized and you will probably receive a refund in about two weeks, but just to be sure, call a staff member. @meganariley payment issue.
@ramsello1 When a payment method is added to an account, we’ll validate the card with a $10 hold, but don’t worry - this is not charged and the hold should clear within a few business days.
Please ensure the card you’re adding to your HF account supports 3D-secure authentication, is properly configured for recurring online payments, and is not a prepaid card.
It looks like you’ve provided all the essential details (date, amount, transaction ID, last digits of your card, and account email). That’s a good start.
What I’d suggest:
Double-check that the payment receipt or statement clearly shows Hugging Face (sometimes payments can be delayed if processed through an intermediary).
Make sure the email address linked to your Hugging Face account matches the one you used during checkout.
Open a support ticket directly through Hugging Face’s official Help Center and attach the screenshot of your Ininal statement. It’s usually the fastest way for their billing team to track the payment.
If you don’t get a reply within a couple of business days, follow up by replying to the ticket with the same details you’ve shared here.
Most of the time, these cases get resolved once support can verify the transaction on their end.