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I don't recognise a transaction

Updated over a week ago

If you’ve spotted a transaction you don’t recognise, we’re here to help.

Freeze your card

As a precaution, it’s a good idea to freeze your card.

  • Go to the Membership tab in the app.

  • Tap Freeze Card to temporarily block new transactions.


Check the transaction details

Sometimes merchant names on statements can look unfamiliar.
Ask yourself:

  • Does the time and date of the transaction seem familiar?

  • Could the name be related to a recent purchase (e.g. a parent company or online platform)? Feel free to search Google

Taking a closer look might help you recognise the charge.


Start a chat with us

Still unsure about the transaction?


Start a chat with our support team in the app and let us know:

  • Which transaction you don’t recognise

  • If you suspect someone else may have used your card or that your details were compromised

We’ll investigate the issue and guide you through the next steps.

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