What to do if you don’t recognise a payment

If you see a payment on your statement or in a notification that you do not recognise, freeze the card straight away. You can freeze the card by tapping the card icon in the top left of your dashboard, and then tap Freeze Card. Once frozen the card cannot make any payments until you unfreeze it.


Next, review the transaction to make sure you didn’t do it. Sometimes it can be difficult to recognise transactions for one of these reasons:

  • It could be a payment for a subscription that you signed up to but have forgotten about. Check if you have paid them before.
  • The merchant might show up with a different name on statements. For example, if you buy concert tickets the statement might show the name of a ticket selling company.
  • The payment could be an active card check. Online companies like Amazon and PayPal will take a small amount of money then refund it to check that your card is real.


When you are sure you don’t know what the transaction is for, get in touch through the app, email or phone and we will help you.


If you have any other questions or would like to know more about this, just tap the “Contact Us” button at the bottom of the menu to get in touch!

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