What should I do if I do not recognize a card transaction?

What should I do if I do not recognize a card transaction?

If you do not recognize a transaction, get in touch immediately. Any payment made with your Xapo Card can be disputed by contacting us. The sooner you reach out, the better: early disputes give us more time to process the information and increase the chances of a successful chargeback.

If you suspect fraudulent use of your card, freeze it immediately. If it was lost or stolen, you can order a replacement card via the Xapo app.

To begin the dispute process, we will ask you to fill out a Dispute Form – ensure that you complete and return it to us no later than 14 days following the concerned transaction (with the documents requested by the form). Once the correspondent department has looked into the transaction, they may reach out to you for additional information.

In cases where you do not suspect fraudulent activity, please attempt to resolve your issue with the relevant merchant or third party before escalating it to us.

As soon as we open a case with the merchant’s acquirer and receive your refund, we will post it to your account and notify you. Note that the posting of funds might be provisional, as the merchant’s acquirer might still challenge the refund. In any case, we will notify you if this happens.

If we detect a refund from a merchant – paid independently to the chargeback process with the merchant’s acquirer – we will cancel your dispute and consider it resolved.

If we do not receive the necessary information from you, or if you provide incorrect information, we may close your dispute case. You may be charged a fee if this happens.

You can reach out to us via in-app chat or email [email protected]. We would be happy to help.