If your transaction was declined by the merchant (in-store or online), but it is showing as a successful transaction in your app, it could be due to an issue with their card machine or payment provider. In most cases, the money will be automatically refunded within 7 days.

If you believe that a merchant has charged you incorrectly or failed to refund you as expected, you can dispute the transaction by raising a 'chargeback'.

Before we can assist you in challenging a transaction, you need to send a message to the merchant requesting a refund and keep a record of your communication. This will give us the best chance of recovering your money.

If the merchant's response is unsatisfactory or it has been more than 14 days since you sent the initial message, please raise ticket with Customer Support so that we can investigate and raise a dispute to recover your funds.

Please note that depending on the strength of your evidence, we may not be able to credit you immediately. The disputes process can take up to 3 months to resolve.

If you have been a victim of fraud, do not wait 14 days. Please raise a ticket with Customer Support immediately.