Unrecognised transactions
If you come across a transaction that you don't recognise, follow these steps:
- Double-check the date, time, and location of the transaction to see if any details are familiar to you.
- 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.
- 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.
- 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 a transaction in the mobile app:
- Log into the mobile app
- Navigate to Transactions
- Select the transaction you wish to report, which will open a full view of the transaction details
- Scroll down to the bottom and tap Having issues? Tell us.
- Select I don’t recognise this transaction. Your card will be automatically blocked until we resolve the issue.
- Tap Report and block card.
How to report a transaction in the web app:
- Log into the web app at manage.soldo.com
- Navigate to Users.
- Select the user involved.
- Click on Transactions.
- Select the transaction you wish to report, which will open a full view of the transaction details on the right-hand side.
- Scroll down to the bottom and click Having issues? Tell us.
- Select I don’t recognise this transaction. Your card will be automatically blocked until we resolve the issue.
- Click Report and block card.
After you report a transaction, our support teams will investigate the issue and will keep you informed of any updates.
Overcharged transactions
If you've got questions about specific transactions, we recommend that you get in touch directly with the company or shop involved. This is likely to be the quickest way to get the resolution you want.
If you realise you’ve paid more for an item than advertised at the time, you can ask the shop to refund the difference between what you paid and what was quoted. If you are in the UK, Citizens Advice can provide comprehensive advice on this.
If the authorised transaction’s amount is different from the settled amount and if the payment was made in a different currency from the card's currency, this may be due to currency fluctuations between the authorised date and the settled date. Read more about authorised and settled transactions here.
If you’re still worried about a transaction, you can report it to us through the web or mobile app using the steps above. You can select Other issue instead of I don’t recognise this transaction and provide further details.