How to report an issue with a transaction in Soldo

If something doesn’t look right with a transaction, you can report it directly in the Soldo mobile app or web app. This includes transactions you don’t recognise, payments that have been declined, or any other issue that needs our support.

Reporting a transaction through the app gives our team the information they need to look into the issue and guide you towards a fix. 

Before you report a transaction

It’s worth checking a few quick things. These steps often resolve simple questions without needing to contact us.

• Double-check the date, time and location of the transaction to see if anything looks familiar.
• Remember that a company’s trading name might look different from the store or service you bought from. A quick internet search can help confirm whether you recognise the merchant.
• Think about whether you might have signed up for a subscription or free trial.
• If a payment amount changed between the authorised and settled stages, this may be due to currency fluctuations when paying in a different currency. You can read more about authorised and settled transactions here.

If you’ve checked the points above and still think something is wrong, follow the steps below to report the transaction.

Report an issue using the mobile app

You can report any type of issue with a transaction from the same place. The mobile app will guide you to choose the correct issue type, such as I don’t recognise this transaction, Payment declined, or Other issue.

1. Log into the mobile app.
2. Go to Transactions.
3. Select the transaction you want to report. This opens the full transaction details.
4. Scroll to the bottom and expand the Additional details section.
   
5. Tap Having issues? Tell us.
   

6. Choose the issue type that matches your situation:

   • I don’t recognise this transaction
   • Payment declined
   • Other issue

   

7. Follow the on-screen prompt:

   • I don’t recognise this transaction - tap Report and block card.
   • Payment declined - tap Report declined payment.
   • Other issue - provide details and tap Submit.

   

Report an issue using the web app

The steps are similar in the web app. As with mobile, you’ll choose from the same types of issues once you open the transaction.

1. Log into the web app.
2. Go to any section that lists transactions. For example: Users, Cards, or Transaction reports.
3. Select the transaction you want to report. The full details appear on the right-hand side.
4. Scroll down and click Having issues? Tell us.
   
5. Choose the issue type that applies to your transaction, then select Continue.
   
6. Provide as many details as possible in the text box. You’ll need to enter something before you can continue.
   
7. Select Submit.

What happens after you submit a report

Our team reviews all reported transactions. We’ll contact you if we need more information and will keep you informed of any updates.

If your card was blocked because you reported an unrecognised transaction, we’ll guide you through next steps and help you restore access when it’s safe to do so.

Tips to help avoid issues in the future

• Keep an eye on your balance to avoid declined payments due to insufficient funds.
• Check your PIN in the mobile app if you’re not sure you remember it.
• Ask your admin to review your card limits if you’re travelling or buying from new merchants.
• Make sure your card is active and hasn’t expired.