Here’s what to do if you experience one of the following issues:
I was overcharged in a pending transaction.
Restaurants, hotels, and gas stations will typically place a temporary hold on your card to ensure there’s sufficient credit to cover the expense. Your card hasn’t been charged yet, since the merchant doesn’t know the final amount of the actual sale (that is, the amount you actually spent at an establishment). Usually, it takes merchants up to 3 days to release the hold.
Gas stations can hold up to $125 when you use your card at the pump. Usually, they release the hold within 2 hours, but it can take up to 4 days. To avoid this situation, we recommend paying for your gas inside at the register.
A transaction should have been canceled but is still pending.
A pending non-travel, non-hospitality transaction can remain on your account for up to 8 days before it is canceled by the merchant. For travel and hospitality merchants, the cancelation can take even longer — up to 30 days. If the cancelation hasn’t been processed after that period, please contact the merchant directly to get help with this issue.
I don’t recognize a transaction.
First, freeze your card in the app. Here's how to freeze your card:
From the home screen, tap "Checking."
Tap the image of your debit card.
Under the "Features" section, switch the toggle button to "Freeze card."
You can submit a dispute claim in the app by tapping “Report an issue” on the transactions page once the transaction has settled.
For more assistance, you can always send us a text message at (639-37) for a quick response, email us at firstname.lastname@example.org, or call us at (844) 891-9309 to listen to support options over the phone and leave a voicemail.