If you see a charge you don't recognise, or a merchant charged you incorrectly and won't resolve it, you can raise a dispute. Here's how the process works.
Step 1: Contact the merchant first
Card networks require that you try to resolve the issue with the merchant before a dispute can be filed. Contact their support, explain the issue, and keep a record of the ticket number and any responses. This step is required. We can't file a dispute without it.
Step 2: Share these details with us
Reach out via in-app chat or [email protected] with:
A screenshot of the merchant's billing history or receipt showing the disputed charge
A screenshot showing your card as the linked payment method on the merchant's platform
A short note on what happened: did you make or authorise this transaction? Do you recognise the activity on the account?
Proof you contacted the merchant, including the support ticket number and screenshots of the conversation.
Step 3: We file the dispute
We raise the dispute with our card partner, who takes it up through the Visa network. Note that each dispute request incurs a $30 fee per transaction. Dispute investigations typically take 30 to 90 days to resolve, depending on the case and the merchant's response. We'll keep you updated on the status.
Tip: if the charge is unauthorised, freeze your card immediately from the app before anything else.