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.

Step 1: Secure your card immediately
    Scenario A: My physical card is lost or stolen
    Scenario B: My card details were stolen digitally
Step 2: Identify the type of transaction
Step 3: Report the transaction
Step 4: Follow-up steps
FAQ: Understanding the dispute process

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.

• What this does: 
  Prevents the physical card from being used.
• Digital wallets: 
  Your Apple Pay or Google Pay will continue to work.
• How to do it: 
  Log in > Profile > My cards > Choose the card > Options > Lock.

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

—> Destroy (close) the card.

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

Note: If you destroy a card, you will 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:

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: Go to https://support.holvi.com/hc/en-gb/requests/new?ticket_form_id=179205.
2. Fill out the details: Be as specific as possible.
3. Submit: We will review the case and escalate it to Mastercard if valid.

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?
2. Why was the money deducted again after I was refunded?
3. I have a disagreement with a merchant (e.g. faulty goods). Is this fraud?
4. There’s a "Reservation" on my card, but the transaction failed — should I dispute it?
5. Why did Holvi lock my card automatically?
6. How can I keep my account safe?

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.

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.
  • What is phishing and how can I protect myself against it?
• 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?