Skip to main content

I found an unauthorised card transaction, what do I do?

I found an unauthorised card transaction, what do I do?

If you see a transaction you didn’t make, acting immediately is the best way to protect your funds. Follow these steps to secure your account and report the issue.

[TOC: Table of contents appears here in published article]

Step 1: Secure your card immediately

Your first action depends on whether your physical card is missing or if your digital details were stolen.

If your physical card is lost or stolen 

👉 Lock the card.

  • How to do it: 
    Log in > Profile > My cards > select the card > Options > Lock.
    If you don't  find your card, close it and order a new one. See How do I order a debit card?
  • What this does: 
    Prevents the physical card from being used.
  • Digital wallets: 
    Your Apple Pay or Google Pay will continue to work when your card is locked. If your phone was also stolen, close the card instead.

If your card details were stolen digitally (or you see online fraud) 

👉 Close the card.

  • How to do it: 
    Log in > Profile > My cards > select the card > Options > Close card.
  • What this does: 
    Permanently cancels the card and prevents all new transactions immediately.
  • Digital wallets: 
    Apple Pay and Google Pay will stop working.

Note: If you destroy a card, you’ll need to order a replacement and update your payment details on any subscription services (like Netflix or Spotify).

Step 2: Identify the type of transaction

Before filing a report, check which category the transaction falls into:

Situation Action required

Confirmed fraud

(I definitely didn't make this)

 Fill out our Payment Dispute Form without delay (see Step 3).

Unrecognised

(I'm not sure what this charge is)

 Contact us first. We can help identify the merchant details before you file a formal dispute.

Merchant dispute

(I bought this, but it's broken/never arrived)

 Contact the merchant first. Only file a dispute if they refuse to refund you.

Step 3: Report the transaction

If you have confirmed the transaction is fraudulent, you must file a dispute to initiate a chargeback investigation.

  1. Open the form: Click here to open dispute form.
  2. Fill out the details: Be as specific as possible.
  3. Submit: We will review the case and escalate it to Mastercard if valid.

Important

You must submit a separate dispute form for each fraudulent transaction.

Example: If there are 3 fraudulent charges, you must fill out and submit the form 3 times. 

This is a requirement from Mastercard – even when all charges are under the same merchant.

Step 4: Follow-up steps

  • File a police report: If you are a victim of fraud, we strongly recommend filing a report with your local police.
  • Check your email: We may need additional evidence. Check your inbox (and spam folder) regularly.
  • Be patient: Chargeback investigations involve Holvi, Mastercard, and the merchant's bank. This process often takes several weeks.

FAQ: Understanding the dispute process

1. How can I speed up the process?

  • Provide evidence: Attach receipts, invoices, or screenshots of communication with the merchant.
  • Be detailed: Clearly describe what happened in the dispute form.
  • Respond quickly: If we email you for more info, reply as soon as possible.

2. Why was the money deducted again after I was refunded?

This usually happens for one of two reasons:

  1. Double refund: The merchant issued a refund and we issued a temporary credit. We reversed our credit so you aren't paid twice.
  2. Dispute overturned: The merchant provided Mastercard with proof that the charge was valid (e.g., they proved you participated in the transaction).

3. I have a disagreement with a merchant (e.g. faulty goods). Is this fraud?

No, this is a commercial dispute. You must try to resolve it with the merchant directly first. If they stop responding or refuse to help, you can then file a dispute with us - but you’ll need to provide proof that you tried to contact them.

4. There’s a "Reservation" on my card, but the transaction failed. Do I need to dispute it?

No. A reservation means the funds are "held" but haven't left your account yet.

  • These holds usually expire automatically in 24 hours to 30 days, depending on the merchant.
  • Since the money hasn't actually been transferred, it cannot be refunded yet. You do not need to contact support unless the status changes to "Completed."

5. Why did Holvi lock my card automatically?

If our security systems detect suspicious activity, or if you file a dispute, we lock the card to protect your money. If the card details are confirmed to be compromised, we are required to destroy the card permanently. You can easily order a replacement in your profile.

Learn more: Automated card security: How instant SMS fraud alerts protect your account

6. How can I keep my account safe?

  • Check regularly: Monitor your transactions in the app.
  • Protect your details: Never share your PIN, card number, or CVV.
  • Watch for phishing: Holvi will never ask for your password or full card details via email.
  • Check the URL: Only enter card details on secure websites (look for the lock symbol 🔒 and "https://").

Read more: How can I secure my Holvi account?

  • Updated

Related articles