If you want to stop future transactions, you can freeze and unfreeze your card at any time in the app. But if you’re sure your card details or account have been compromised, please go through the lost and stolen journey in the app. This will also freeze your card instantly so that no more unauthorised transactions take place, and mean a replacement is sent out to you. Here’s how to do this.
To dispute the transaction, you’ll need to call us. But before you do:
Please double-check the merchant's name. Some merchants have a name that they operate under publicly which is different to the name that will show up in your transactions – if you search online for the name from your transaction list, you might find it belongs to a company you made a purchase from. Also, some transactions in your list may show the name of the business that the merchant uses to take their payments, for example, SumUp.
If you still don’t recognise the merchant, please confirm that the transaction is no longer pending. We won’t be able to help you until the transaction has been processed in full. If the transaction is still pending, it will be marked as ‘pending’ in your transaction list. If there's no pending status on the transaction, it means it’s been processed.
At this point, give us a call and we’ll be able to support you with the dispute.
Was this helpful?