Help Center

Find answers and learn how to get the most out of holdpay.

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Getting Started

Learn the basics of using holdpay

How to create your first hold
Understanding payment protection
Setting up your account

Payments & Deposits

Managing your funds and transactions

How to add funds to your balance
Accepted payment methods
Understanding fees

Holds & Transactions

Everything about creating and managing holds

Hold lifecycle explained
How to confirm receipt
What happens when a hold expires

Communication

Stay connected with your transaction partners

Using the messaging system
Getting notifications
Managing alerts

Disputes & Issues

Resolving problems with transactions

How to open a dispute
Understanding the dispute process
Getting help with a problem

Account & Security

Keeping your account safe

Updating your profile
Identity verification
Two-factor authentication

Frequently Asked Questions

How does holdpay protect my money?

Your payment is authorized but not charged until you confirm receipt or the review period ends. Funds are only captured when you approve.

What are the fees?

holdpay charges a small percentage fee on successful transactions. There are no fees for creating holds or if a hold expires unfunded.

How long does a hold last?

You can set hold durations from 1 day to 30 days. If a hold expires without being funded or completed, it is automatically cancelled.

Can I cancel a hold?

Draft holds can be cancelled anytime. Funded holds can only be cancelled by mutual agreement or through the dispute process.

Buyer Protection

How we protect your purchases

What if the seller never ships my item?

If the seller accepts your hold but never marks it as delivered, you can claim a full refund once the delivery deadline passes. The seller receives nothing, and your funds (including the fee) are returned to you.

What if the seller accepts but then disappears?

If a delivery deadline was set, simply wait for it to expire and claim your refund. If no deadline was set, you can open a dispute at any time while the hold is active. Our team will review and can process a full refund.

What if I receive the wrong or damaged item?

You have 5 days after the seller marks delivery to open a dispute. This freezes the funds while our team reviews the case. We can issue a full refund, partial refund, or release to seller depending on the evidence provided.

Seller Protection

How we protect your sales

What if the buyer received the item but won't confirm?

After you mark the item as delivered, the buyer has 5 days to respond. If they don't confirm or dispute within that window, the funds are automatically released to you. No buyer action needed.

What if the buyer opens a fake dispute?

Our team reviews all disputes with evidence from both parties. If you can prove delivery with tracking numbers, photos, or messages, we'll release the full payment to you. Buyers can't just claim free items.

What if I change my mind about selling?

Simply don't accept the hold. You're never locked in until you explicitly accept. After the acceptance deadline (default 5 days), the buyer can reclaim their funds and the hold expires.

Still need help?

Can't find what you're looking for? Our support team is ready to assist.

Contact Support

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