Unrecognised transactions
The company you made a payment to may have a different trading name. A quick internet search may help identify the company.
If you are sure that you didn't make a transaction, you can report it to us in the web console or mobile app.
Here's how to report a transaction in the mobile app:
- Log into the mobile app
- Click on Activity
- Click on the transaction you wish to report, which will open a full view of the transaction details
- Click on the Report button at the bottom
Here's how to report a transaction in the web console:
- Login to the web console at manage.soldo.com
- Click on Users
- Select the user involved
- Click on Activity
- Click on the transaction you wish to report, which will open a full view of the transaction details on the right-hand side
- Click on the "..." icon, by the “x”
- Click on Report transaction
Overcharged transactions
If you realise you’ve paid more for an item than advertised at the time, you can contact and 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 amount of the authorised transaction is different from the settled amount, this may be due to currency fluctuations between the authorised date and the settled date if the payment has been made in a currency different from the card's currency. Please click here to read more about authorised and settled transactions.
If you are still worried about your transaction, you can report it to us in the web console or mobile app using the steps above.