Question 1

Why do I see a charge from CATCH or CATCH.COM.AU on my bank statement?

Accepted Answer

This usually means a purchase was made on catch.com.au or via the Catch app using your card or a wallet linked to your card (e.g., PayPal, Afterpay). Check your Catch account’s order history and your email for recent order confirmations around the charge date. Also consider if a family member or someone with access to your device or saved card details may have placed an order. If you do not have a Catch account at all, contact Catch support and your bank immediately to investigate possible unauthorised use.

Question 2

What are common amounts Catch might charge, and can a single order appear as multiple charges?

Accepted Answer

Catch orders can range from small purchases under $10 to larger multi-item orders over several hundred dollars, depending on what you buy and whether shipping is included. In some cases, if your order ships from different warehouses or marketplace sellers, Catch may capture payment in multiple parts as items are dispatched, resulting in several smaller charges that add up to your original order total. You may also see separate charges for shipping protection, express delivery, or a OnePass membership if you signed up at checkout. Reviewing your detailed order invoice in your Catch account will show how the total was broken down.

Question 3

Why do I see a small or ‘pending’ Catch charge that later disappears or changes amount?

Accepted Answer

Catch may place a temporary pre-authorisation on your card to verify funds when you place an order or update your payment method. This can appear as a “pending” or small hold amount and is not the final charge. Once your order is confirmed and processed, the final amount is captured and the hold is automatically released by your bank, usually within 2–5 business days. If a pending Catch transaction remains for longer than a week, contact your bank and Catch support with a screenshot of the entry.

Question 4

Could this charge be for a OnePass or other membership linked to Catch?

Accepted Answer

Yes. Some customers are billed for their OnePass membership (a subscription that offers benefits like free or discounted shipping across participating retailers, including Catch) through Catch-related billing descriptors. OnePass has typically been priced around $4 per month or $40 per year in Australia, though pricing and offers can change and may vary by promotion. Check your emails for OnePass sign-up or renewal notices and log into your OnePass or Catch account to view your membership status and billing history. If you didn’t intend to keep the membership, you can usually turn off auto-renewal in your account settings and request support’s help with any recent unwanted renewal charge.

Question 5

How do I cancel a Catch-related subscription or stop recurring charges?

Accepted Answer

For subscriptions such as OnePass or recurring product orders set up on Catch, log in to your Catch account and go to “My Account” → “Subscriptions” or “Membership” (or follow the “Manage subscription” link in your OnePass or Catch emails). From there you can turn off auto-renewal, cancel upcoming deliveries, or change your billing cycle. After cancellation, you will typically retain benefits until the end of the current paid period, and you should not be billed again unless you reactivate. Always take a screenshot or save the confirmation email of your cancellation for your records.

Question 6

How can I request a refund or dispute a Catch charge I don’t recognise?

Accepted Answer

First, verify whether the charge is linked to a valid order or membership by checking your Catch account and email receipts. If you still believe it is incorrect, visit help.catch.com.au, select the most relevant topic (e.g., “Billing & Payments” or “Order Issue”), and submit a support request with the exact amount, date, last four digits of your card, and a screenshot of the statement line. Catch will review whether an order exists under your details and can assist with refunds for duplicate charges, cancelled orders, or membership renewals in line with their policies. For clearly unauthorised transactions, you should also immediately contact your bank or card issuer to lodge a fraud dispute and, if needed, replace your card.

Question 7

How do I contact Catch about a mystery charge on my card?

Accepted Answer

Go to the Catch Help Centre at help.catch.com.au and use the online contact form, selecting “Payments & Charges” or “I don’t recognise this transaction.” You’ll be asked for your full name, email, order number (if known), and details of the charge (amount, date, and the description as it appears on your bank statement). Catch primarily handles support via web forms and live chat; phone support is limited, so online contact is usually the fastest route. Make sure you write from the same email address you used on Catch so they can locate any associated orders quickly.

Question 8

What should I check in my Catch account to confirm what this charge is for?

Accepted Answer

After logging in to catch.com.au, open “My Account” and review “My Orders” for purchases around the date of the charge, paying attention to split shipments or backordered items that may bill later. Click into each order to see itemised costs, shipping fees, promotions, and the total charged. Also check any “Membership,” “Subscriptions,” or “OnePass” sections for renewal dates and fees, and review saved payment methods to ensure only your own cards are listed. If you find an order that matches the amount, that is the source of your charge; if you don’t, contact Catch support with screenshots so they can investigate.

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