If you don’t recognize a card payment, follow these steps to protect your card and resolve the situation:
1. Freeze (Pause) Your Card
If you suspect that someone else has your card details:
Go to the Cards section in the app.
Tap Freeze card to prevent new charges while your claim is reviewed.
You can unfreeze it later or ask support for help if you need a new card.
2. Verify the Transaction Description
Note that some platforms use different or generic names when processing payments.
Before assuming it is fraud, we recommend that you:
Review your recent purchases and subscriptions.
Ask family members or anyone else who might have used your card.
Check if it could be a free trial that turned into a paid subscription.
If you still don’t recognize the charge, continue with the next step.
3. Check if the status of payment is "Pending"
If the status is “Pending”, wait a few days. In many cases, incorrect or cancelled charges are automatically reversed and never complete.
If the payment you don’t recognize changes to “Completed”, please continue with the next step. (We can only dispute charges once they are in “Completed” status.)
4. Start a claim from the app
Go to the transaction details of the card payment.
Tap “Help with this transaction”.
If the transaction meets these conditions, you’ll be able to start a claim:
The payment appears as Completed.
It is less than 60 days old.
For fraud cases, it must not be a card-present payment (it wasn’t made in person with the physical card in a store, and it wasn’t authenticated with 3D Secure, Apple Pay or Google Pay).
We will guide you through a few questions and may ask for information or evidence to support your claim.
If you can’t see the “Help with this transaction” option, please contact us so we can review your case.
FAQ
What happens next?
Once you submit your claim:
Our team will review your case and, if necessary, ask you for more information or documents.
In some cases, we will open a formal dispute with the card processor to try to recover your money.
Not all claims result in a refund. The final decision depends on the card network rules and the evidence from you and the merchant.
How can you track your claim?
You can follow the progress of your claim directly in the app:
In the Help Center section, or
In the transaction details screen of the payment you claimed.
You will also receive email and push notification updates whenever there is progress.
I still need help. What can I do?
If you need additional help, contact us via:
Chat in the app: Available 24/7.
Email: Send an email to help@dolarapp.com.
At DolarApp, we are committed to your security. Thank you for trusting us! 💚