If you believe someone may be using your card without your permission or you have a suspicious transaction you did not authorize, here’s what you should do:
1. Close the Compromised Card
Acting quickly is crucial to ensure that no one can misuse your card further. Follow these steps to block your card:
Open the bot.
Access the Virtual Card Details.
Select the option "Lock Card" (see the screenshot below).
Locking your compromised card is an essential step to prevent unauthorized transactions and secure your account.
2. Contact Support
If a transaction was made with a compromised card, please contact our support team to open a dispute. Be sure to provide the following details:
Your email address
Information about the suspicious transaction, including the transaction amount, merchant name, and transaction date.
You can read more about the dispute process here.
3. Dispute Resolution
Once the dispute is resolved, our support team will notify you via email with the outcome of the decision.
Please note: If you wish to submit a dispute request the bank charges a 30 USDT fee for each dispute resolved against you (for each unsuccessful one). Unfortunately, we cannot guarantee that the dispute will be resolved in your favor.
Frequently Asked Questions:
How Long Can a Dispute Take?
Disputes may take up to 2-3 months to resolve.
Can I Issue a New card?
While waiting for the dispute to be resolved, you can request a replacement. Please note that an additional commission can be applied for reissuing.