If you don’t recognise a transaction in your account and think your card's been used without your permission, the first thing you should do before getting in touch with us is to lock your card.
You can lock your card by:
Selecting the Card menu option in your app main screen
Selecting Lock Card to immediately lock your card and block any future transactions linked to that card
If you've created a virtual card, we advise you to lock that too, until we’ve spoken to you
If you don’t have access to your mobile app, don’t worry! You can also block your card by calling us - see the instructions here
After you’ve locked your card, we’ll need you to do some additional checks before we can open an investigation into the transaction you don’t recognise.
Here's what you need to confirm before reaching out to our Customer Support team:
Check the details of the payment: sometimes the merchant name shown on your statement may appear slightly different to the actual merchant you bought from, so it's important to check the merchant, location, date or time of the payment
Check if the payment is related to a subscription: if you've signed up for any card subscription, free trial period or recurring card payment plan, contact the merchant to find out more about these charges or to cancel the subscription with them to avoid any more charges
Check if your card has been with you: if any of your friends or family members happen to have access to your card details, speak with them to see if they’ve made this payment
If you still don’t recognise the payment, get in touch with our Customer Support team who’ll be happy to help.