Unauthorized transactions can occur if:
- A person makes a fraudulent payment/transaction
- A transaction was made by someone else without your knowledge.
If you believe unauthorized transaction was made, follow these steps:
1. Review the transaction and merchant. If you don't recognize the merchant’s name, check your Transactions in the Cash tab where you should be able to identify it. In some cases, some merchants may provide a different name than the actual brand name. So keep in mind that the reported name of a payment may differ from the one you might expect. If you've made transactions with this merchant in the past, this means that your card details have been sent to them.
2. If you suspect fraud, freeze your card immediately. This will prevent any further unauthorized payments. Go to the Profile tab in the top right hand corner of the app, scroll to Card, and tap Freeze. If your card was lost or stolen, please report it as lost or stolen in the app by clicking on Terminate after you’ve applied the card freeze. Then, if necessary, report the fraud to the police.
3. Submit a dispute. If you've already tried to resolve your issue with the merchant but they refused to help, or you simply don’t know the merchant, you can submit a dispute. In such cases, we will terminate your card to prevent any further fraudulent activity. To submit a dispute, please follow these steps:
- Navigate to the Cash tab in the App.
- Tap the transaction you need help with.
- Scroll down to the Help section and tap Report an issue.
- Answer the questions about the transaction.
More information about the dispute process can be found in this article