If you’ve noticed an unauthorised transaction on your child’s card, please follow these steps. Before you start, check that you’re using the most updated version of the Spriggy app.
Step 1: Lock the card from the Primary Parent Wallet
Log into the Spriggy app using your Primary Parent Login.
Select the child whose card you want to lock.
Tap ‘Spriggy Card’.
Tap the purple ‘Lock’ icon below their card, then tap ‘Yes, Lock Card’.
To unlock the card, return to this screen and tap ‘Unlock’.
Step 2: Identify the merchant
A merchant may have used a payment processor (card machine) that has a different name from the merchant name. For example, you might not recognise a purchase from ‘Square’, but ‘Square’ could be the payment processor that your local shop uses. This often causes confusion, so do check if this is the case.
Transaction locations can track back to an organisation’s head office, rather than your local vendor, so the location might show up in another state. This is common with vending machines.
If you still need help identifying the merchant, send us a screenshot of the transaction via our in-app chat.
Step 3: Ask if anyone in your family recognises the transaction
Sometimes unrecognised transactions are done by a family member who may have borrowed a Spriggy card.
Step 4: Lodge a formal transaction dispute
This can take from 21- 45 business days to resolve and we’ll need you to send us the following:
Screenshot(s) of transaction(s)
Completed dispute form that we’ll send to you
You can only dispute a transaction once, so please ensure you complete the form as accurately as possible.
Please note: A merchant can appeal the decision made by Visa within 30 days if they can provide sufficient evidence that indicates the payment was authorised by you.
If you need help with any of these steps, please contact us. The easiest way to do this is via in-app chat:
Log into Spriggy using your Parent Login.
Tap ‘Settings’, ‘Contact help’ then ‘Contact Member Help’.
Tap ‘Send us a message’.
Choose ‘Top Ups, transactions or transfers’.
Choose ‘Transaction/s on a Spriggy card’.
Choose ‘Dispute transaction’ and follow the prompts.