If you notice a payment which you do not recognise then it is important to take action quickly to prevent further unauthorised transactions:
Temporarily Block Your Card
Follow the steps on the article How Do I Temporarily Block My Card to prevent any further unrecognised transactions.
Contact Customer Service
Contact our customer service team and inform them of the unrecognised transaction by providing the following info:
Date of transaction
Value Transaction
Merchant
Replacing Your Card and Resetting Your Passcode
The first thing our customer service team will do is take action to ensure your account is protected. They will ask you for permission to replace your card and reset your passcode.
Replacing Your Card
We cannot open a dispute against an unrecognised transaction until your card is replaced.
It will take up to 10 business days for your new card to arrive.
Resetting your Passcode
A one time passcode will be sent to your phone, when you sign-in with the passcode you will be prompted to reset your passcode.
Dispute Form
Our team will provide you with a dispute form which you will need to complete and sign in writing or electronically using a platform such as DocuSign
If you have had previous transactions with the merchant that you are not disputing, we will require evidence that you attempted to resolve the issue with the merchant before we can raise a dispute. Failure to provide this evidence may result in delays.
Signing Your Dispute
Please not that we cannot accept forms which have been signed by typing your name.
Submit the Dispute Form
You must send the completed and signed dispute form to our compliance team at compliance@moneyjar.ie
Please be aware that submitting a dispute does not guarantee that we will be able to retrieve your money. While we will make every effort to do so, disputes are often unsuccessful.
Results of Your Dispute
Disputes can take up to 45 days to complete, our team will keep you updated via your email thread or chat.
Need Any Help?
If you have any trouble in completing any of the above steps or have any queries, please contact our Support Team who are ready to help - via the chat function within our Money Jar App or by email or phone.