Spotted a card payment on your account that doesn't look right? Don't worry, you can protect your money quickly. First, open your app and freeze your card immediately to stop any more cash from leaving. Then, send us a secure message in-app to report the transaction. We'll start looking into it right away to help get your money back. 🔒
Freeze your card right away
If you see an unapproved charge, stopping further fraud is the top priority. Open the app, head to your card settings, and toggle the freeze switch. This locks your card instantly so no one else can use it. If you need a hand with this step, read our guide to freezing your card. 🧊
Let us know in the app
Once your card is safely locked, send us a secure message through the app chat. Type Dispute a card payment or Unauthorised card payment to start your report. Our digital assistant will pop up to collect a few quick details so we can investigate what happened. 💬
What we will ask you for
To help us check the transaction, please have these details ready:
The exact date, amount, and name of the company on the bill
Whether you've shared your card details with anyone else recently
Whether anyone else has access to your mobile device or app
The exact time your card went missing if it was lost or stolen
What happens next
As soon as we get your details, our fraud team will look into the payment. We'll keep you updated every step of the way. If you have any other questions, give us a shout in the app because we're always here to help. 🚀
⚠️ Critical: Card disputes are completely different from bank transfer claims. If the mystery payment left your account via a bank transfer, read our separate guide to reporting scam bank transfers instead.