If you see a transaction you don't recognize, here's what to check first:
Check the merchant name carefully. Some businesses appear under a parent company name, legal entity, or trading name that looks different from the store you visited. For example, a small shop might process payments under a larger company's name.
Check with anyone who has access to your card or account details.3. Secure Your Email:
Change the password for the email associated with your Plasma account.
Enable two-factor authentication (2FA) for added security.
Avoid Sharing Sensitive Information:
Do not share login links or verification codes with anyone, even if they claim to be from Plasma.
For Shared Cards:
Ask others who have access to the card to review their Google account payment activity to identify the charge.
Consider reissuing your card with a new number to ensure future charges are solely attributed to you.
If it's still unrecognized after checking, let us know right away. Include the transaction amount, date, and merchant name. We'll investigate and, if it's confirmed as unauthorized, freeze your card and file a dispute on your behalf.Please note that Plasma can only confirm high-level transaction details, such as the merchant name, transaction amount, and status (e.g., Pending). Specific details like the Google account, device, or order behind a charge are managed by the merchant and are not accessible to Plasma.
Understanding Transaction Timestamps
If you see multiple timestamps for a single transaction, it does not mean there were multiple charges. Typically:
One timestamp reflects when the withdrawal was completed on Plasma’s side.
A later timestamp may indicate another stage of the transaction, such as processing or posting by the receiving institution.
While we investigate, we recommend freezing your card as a precaution. You can do this from your home screen by tapping your card and selecting Freeze.Additionally, we recommend enabling transaction notifications to stay informed in real-time about any account activity.