A transaction you don't recognise is worrying — but most of the time there's an innocent explanation. Here's how to check, and what to do if it really isn't yours.
Check these first
Before raising a dispute, run through the common causes:
Merchants often bill under a different name. The name on your statement can be a parent company, a payment processor, or a trading name that looks nothing like the shop or website you used. Try searching the exact statement name online.
Subscriptions and free trials. A trial you signed up for weeks ago may have just converted to a paid plan.
Delayed charges. Hotels, car rentals and some online merchants charge days or weeks after the purchase.
Someone you share with. A family member using your card details or your device's wallet.
If it's really not yours
Freeze your card straight away — Cards tab → three dots (⋯) at the top right → toggle Freeze card — so nothing more can go through.
Raise a ticket with our support team — message us in the app or email support@nsave.com.
To help us move fast, include:
The date and amount of the transaction
The merchant name as it appears in the app
Why you believe the transaction isn't yours
What happens next
Our team will open a dispute for you and investigate the transaction. Depending on the case, this can involve the merchant and the card network, so investigations can take several weeks — we'll keep you updated along the way and let you know the outcome as soon as we have it.
Bought something that never arrived, or arrived faulty? Contact the merchant first — that's almost always the fastest way to get your money back. If the merchant doesn't respond or refuses to help, raise a ticket with our support team and we'll look into it with you.
FAQs
Should I freeze my card even if I'm not sure?
Yes. Freezing is instant, free, and reversible — if the charge turns out to be innocent, just unfreeze.
How long does a dispute take?
It varies by case. Some are resolved quickly; ones that involve the merchant and card network can take several weeks. We'll keep you posted.
Will I get the money back while the dispute runs?
Not automatically — the outcome depends on the investigation. Our team will explain what to expect for your specific case.
What if more unknown transactions appear?
Keep the card frozen and tell support — we can secure the card and issue a replacement.