How to obtain written confirmation for a canceled, non-captured Apple Store order from outside the US?

Question

How to obtain written confirmation for a canceled, non-captured Apple Store order from outside the US?

Hello Apple Community,

I am looking for guidance regarding a canceled Apple Store order and a banking issue that I am unable to resolve due to the lack of direct support access from outside the United States.

Two days ago placed an order on the Apple Store US for a MacBook Pro. The order was later canceled by Apple, and the order status clearly states “You have not been billed” and Total $0.00, which indicates that the payment was not captured.

However, my bank is still holding the funds as a pending authorization. The bank is requiring a written confirmation from Apple stating that:

The order was canceled
The payment was not captured
Only a temporary authorization was made

Without this confirmation, the bank is forcing me to wait 8–12 business days for “merchant validation” and then an additional 15 business days to release my own funds. This results in more than one month of unjustified retention of my money.

The main problem is that it is extremely difficult to contact Apple Support when you are outside the US:

I am not asking Apple to refund anything — only for a simple written confirmation (email or document) stating that the payment was never captured, so I can provide it to my bank and have the authorization released.

If anyone from Apple Support or the community can advise:

How to obtain this confirmation from outside the US
Or if there is an official Apple document/email that can be requested for canceled, non-captured orders

I would greatly appreciate the help.

Thank you.

[Re-Titled by Moderator]

Original Title: Order canceled – bank requires written confirmation that Apple did not capture the payment (very hard to contact Apple from outside the US)

MacBook Pro (M5, 2025)

Posted on Feb 2, 2026 5:09 PM

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Answer 1

Mac Jim ID

Level 9

63,860 points

Feb 2, 2026 6:21 PM in response to MarceloMiranda

OK, just looking for the reason why your order was cancelled, so you could use an online store that would be available to you without any trouble.

To prevent any unnecessary delays processing your order, please ensure that the billing addresses on your order matches the information on your credit card account.

Payment, Financing, Refunds and VAT - Shopping Help - Apple

Since you are in Bolivia, I can confirm there is no phone support available. I don't know in your region if you are able to download the Apple Support app from the App Store for Chat Assistance or if online Chat Support is available in this link. You would have to use the More Option in the Get Online Support section to get to the correct topic. If Chat Support is available, then underneath the suggested Support Pages, there will be a button to choose "More Support" and there would be Chat seen there if available. Sorry, but there is no email address given for support in any region.

Contact Apple Support - Apple Support

I am also out of my league in understanding the banking regulations in Bolivia. As stated in the US an Authorization Hold placed by Apple is removed usually no later than 4 business days. This may happen for you too automatically without any intervention from your bank, but that would put you at the end of the business day on Thursday.

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Answer 2

Mac Jim ID

Level 9

63,860 points

Feb 2, 2026 5:29 PM in response to MarceloMiranda

Support would depend on your region. There are many support options for those outside the US, but you did not let us know the region you are in, so I cannot verify if it is listed here.

Contact Apple Support - Apple Support

How were you able to order from the US Apple Store when you are not in that region. Did you attempt to bypass the region restrictions using a VPN or changing the region on a device? Did you enter a US address to ship to and a payment method from another region? Using the US Apple Store, here is the shipping policy:

Items purchased online from Apple ship within the continental US, Alaska, Hawaii and Puerto Rico. No shipments can be made to P.O. Box addresses, United States territories, or addresses outside of the United States. You may not export any products purchased online from Apple.

For shipping outside the US using an online store, here are the requirements:

There are more than 30 apple.com stores in countries around the globe. If you would like to purchase Apple products from outside the U.S., please see our International Store Directory to find out if a store serves your country

Without support in your region or purchasing from apple.com store that does not serve your country will limit your options. You may just need to wait until the authorization hold get removed automatically. I have not seen where an authorization hold ever lasts for 8-12 business days, but certainly possible for 3-4 business days and since you said you purchased it 2 days ago, so far I only see where that has been maybe 1 business day, being Monday.

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Answer 3

Feb 2, 2026 5:44 PM in response to Mac Jim ID

Thank you for your response. I would like to clarify a few points.

I’m in South America, Bolivia. I did not use a VPN or attempt to bypass any restrictions. At the time of purchase, my Apple ID was set to the US region, and I used a valid physical US shipping address to which I have legitimate access. The order was placed normally, the payment apparently accepted and later canceled by Apple.

My concern is not related to shipping or export policies. The issue is strictly about payment authorization. The order status states “You have not been billed”, meaning the payment was not captured (I suppose), only authorized. My bank requires a written or mailed confirmation from Apple stating this in order to release the authorization hold.

Additionally, I was not notified by email that the order was canceled; I only discovered it by manually checking the order status in my browser.

I am not requesting a refund or reinstatement of the order — only guidance on how to obtain an official confirmation of the non-captured payment, especially given the difficulty of contacting Apple Support from outside the US.

Thank you.

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Answer 4

Feb 3, 2026 4:16 AM in response to Mac Jim ID

I appreciate the explanation and taking the time to respond.

Based on your comments, it seems that waiting for the authorization hold to be released automatically may be the only available option at this point. I will continue to monitor the situation with my bank.

I appreciate the guidance and clarification provided.

Thank you!

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