We understand it can be worrying when you don’t recognise a transaction on your account. We’ve detailed some steps below that you can take before you contact us that may help you recognise the transaction:
- Search the company name on a search engine like Google. Some companies use a different name and it may be one you don’t recognise.
- If there’s an additional cardholder on the account, check with them to see if they recognise the transaction and check with family members. For example, it may be linked to an app store purchase.
- Have you signed up to a free trial recently? Sometimes, a free trial may have expired and a payment was taken. Check the terms and conditions of any agreement and speak to the company about the transaction.
- If you know the company but the amount looks different to what you expected or is a duplicate, use the details on your receipt or their website to speak to them, as they may be able to sort it out.
Have you used your card abroad or made a purchase from a company outside the UK? Check the exchange rate, as it’s likely to show a different amount to the one you were expecting.
If you’ve tried our helpful steps and still don’t recognise the transaction, you can raise your claim in the app, the short video below shows you how. From the home screen:
- Tap on ‘Transactions and statements’
- Tap on the transaction to see more details
From there, you can get more help and if something still doesn’t look right, you’ll be able to report an issue by tapping on the button ‘Need help with this transaction?’.
Jump to the ‘Transaction’ screen.
