If you see a transaction that you don't recognise or if you've lost your card, it's important that you block your card via the app right away.
First, block your card to prevent any further unauthorised transactions
Open the app and head to the 'Account' tab, then select your card drawer at the top of your screen and tap on 'Block'.
It's just as easy to unblock via the app so, if in doubt, it's best to block it immediately as a precaution.
Once you've blocked your card, no debits can be made using your card details and this won't affect bank transfers or direct debits.
Please let our team know what's happened so we can advise on protection, such as the Mastercard Chargeback Scheme.
Next, contact our Support team so they can help you retrieve your funds
If your card has been used fraudulently, there are a few different ways we'll be able to assist:
- By attempting to contact merchants to cancel fraudulently placed orders where possible, which should make refunds easier.
- If this is unsuccessful, we can raise a Chargeback form on your behalf.
Our support hours are:
- Monday to Friday, from 9am to 6pm.
- Saturday, from 10am to 4pm.
During these hours, you can start a chat with us directly from the transaction in question by tapping "Something wrong? Let us know" at the bottom of the transaction. Alternatively you can send an email to us at [email protected], or call us our emergency line.
If you need help outside of these hours, please send an email to [email protected].com and the team will get back to you as soon as possible.