What if I see a transaction I don't recognise?

If you come across a transaction that you don't recognise, follow these steps:

1. Double-check the date, time, and location of the transaction to see if any details are familiar to you. 
2. Keep in mind the company you made a payment to might have a different trading name. A quick internet search may help identify the company.  
3. Consider if you have set up a regular payment, subscription, or free trial with a service. In such cases, contact the supplier directly to discuss the transaction. 
4. If you are sure that you didn't make a transaction, you can report it to us in the web or mobile app. Please be aware that for security reasons your card will be automatically blocked until we resolve the issue. 

How to report an unrecognised transaction in the Mobile app

1. Log into the mobile app.
2. Navigate to Transactions.
3. Select the transaction you wish to report, which will open a full view of the transaction details.
4. Scroll down to the bottom and expand the Additional details section.
   
5. Tap Having issues? Tell us.
   
6. From the list of options, choose I don’t recognise this transaction.
   
7. To confirm, tap Report and block card. 
   

How to report an unrecognised transaction in the Web app

1. Log into the Web app.  
2. Navigate to a section with transactions (For example, Users, Cards, Transaction Reports). 
3. Find and click on the unrecognised transaction which will open a full view of the transaction details on the right-hand side.
4. Scroll down to the bottom and click Having issues? Tell us. 
   
5. From the options, choose I don’t recognise this transaction, then select Continue.
   
6. Provide any additional information that may help our team using the text box provided. You'll need to enter something here before you can continue.
   
7. Select Submit.