If you have identified a potentially unauthorised transaction on your child's Spriggy these 5 steps will help.

1. Have the Primary Parent lock the Spriggy Card:

  • Log in to the Spriggy Pocket Money app using your Parent Login.

  • From the Home Screen swipe left/right on your children's profiles to the child whose card you wish to lock/unlock.

  • Tap the child's profile, then 'Card Balance'.

  • Tap the purple 'Lock' icon seen under the card and confirm you wish to lock the card.

  • The card can be unlocked at any time afterward, by returning to this screen and tapping 'Unlock'.

If these steps don't work for you then you likely just need to update your app and try again.

If you're using Android you can update here.

If you're using iOS you can update here.

2. Identify the merchant:

  • There is a range of payment processors that merchants may use that can cause confusion. The confusion arises from the payment processor showing up in the Spriggy Pocket Money app transaction description instead of the actual merchant's name. e.g. Square.
    This leads members to believe that they never purchased anything from "Square" where in fact, "Square" is just the payment processor that the local fish and chips shop uses!

  • Also, keep in mind that transactions may sometimes appear to have been made in another state when a central location or "head office" manages the transaction.
    This can lead to members believing that there is no way the transaction is legitimate as it was made in a completely different suburb/state! But in fact, it too was a purchase made at that local fish and chips shop, someone just used the vending machine.
    This is common when it comes to vending machines and similar services.

If you need any further information to be able to determine who the merchant is, just provide us a screenshot of the transaction/s and we will provide you some further information and help you identify the merchant better.

We recommend sending the screenshot in-app due to the ease of submission.

To do so, simply:

  • Log in to the Spriggy Pocket Money app using your Parent login

  • Tap 'Settings' in the top right hand corner.

  • Tap 'Help' in the bottom right.

  • Tap 'Member Help'.

  • Tap 'New Conversation'.

  • Tap 'Something else'.

  • Tap 'I need help identifying a merchant' and follow the prompts.

3. Ask the family/household if anyone recognises the transaction:

  • We have found that unrecognised transactions are often the result of family members who have borrowed the Spriggy Card.

4. Contact the merchant:

  • We advise this as the next step as it is simply the fastest way to having a transaction reviewed and simply want this resolved for you ASAP.

  • This step can sometimes identify a subscription that will need to be addressed with the merchant directly.

  • If you haven't resolved the transaction with the merchant after 5 business days, we can move forward with disputing a transaction/s and will use the evidence of your attempt to contact the merchant so please, don't skip this!

Due to time to resolution, we strongly encourage members to approach merchants first.

5. Lodge a formal transaction dispute:

If you haven't resolved the transaction with the merchant after 5 business days, we can proceed with a formal transaction dispute.

A formal transaction dispute can take anywhere from 21-45 business days to be resolved and will require you to send us the following:

  • Screenshot/s of transaction/s.

  • Evidence of (attempted) contact/communication with the merchant.

  • Completed disputes form.

We can help guide you through all of these 5 steps all you will need to do is contact us.

We recommend contacting us in-app due to the ease of submission.

To do so, simply:

  • Log in to the Spriggy Pocket Money app using your Parent login

  • Tap 'Settings' in the top right hand corner.

  • Tap 'Help'.

  • Tap 'Member Help'.

  • Tap 'New Conversation'.

  • Tap 'Top Ups, transactions or transfers'.

  • Tap 'Transaction/s on a Spriggy Card'.

  • Tap 'Dispute transaction' and follow the prompts.

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