If you started a rental, your card was charged, but the station didn't actually release a powerbank, here's how to fix it.
Why this can happen
Occasionally a slot can be jammed or the station can lose connection just as a rental begins. The system books the rental, the card is charged or pre-authorized, but the powerbank stays in the slot.
What to do
Open the Brick app and check the rental status. If the rental is showing as active, end it from the app, this returns the powerbank to the station automatically.
If the slot is jammed and won't release, try starting a new rental on a different slot at the same station, or move to a different station.
If you were charged (not just pre-authorized), contact support so we can refund the rental. Pre-authorization holds drop off your card automatically within 4-7 business days.
Contact support
Reach out through the chat in the Brick app or email support@brick.tech. Include:
The station location
The slot number, if you can see it
The approximate time you tried to rent
We'll close the rental on our side and refund any charge that was taken.
FAQ
Is a pre-authorization hold the same as a charge?
No. A pre-authorization is a temporary hold that drops off your card automatically (usually within a week). The actual charge only applies once the rental ends.
Will I be charged for a rental I couldn't use?
No. If the station didn't release a powerbank, you should not be billed for the rental. Contact support if you see a charge anyway.