This depends whether the payment was made fraudulently or not.
● If you made the payment
Have you simply changed your mind? Contact the retailer and follow their returns and/or refund policy.
● If you did not make the payment
Go to ‘Spend’ and find the payment from your list of transactions. Tap on it and select the option to report the transaction, and then choose ‘I didn’t make this payment’.
Our team will take it from there and investigate. If something’s not right, the money will be automatically refunded to you within 7 days.
Don’t forget to freeze your card and report it lost or stolen
In ‘Spend’, beneath your card, you’ll see 3 symbols. Select the one on the right labelled ‘Card’ and then tap ‘Freeze’ on the next screen.
This immediately blocks all payments from that card – and they remain blocked until you follow the same steps to ‘unfreeze’ it.
Alternatively, you can call our helpline to report the card lost or stolen:
0808 164 1020 (UK)
(Or if you’re abroad, please call: +44 (0)1234 982424)
Monday to Friday: 8.30am – 6.30pm
Saturdays & Bank Holidays: 10am – 4pm