If you notice a purchase on your Wallib Card that you didn't make, it's important to act quickly to protect your account and your funds. Here's what to check before reporting it, and how to notify us.
Before reporting the purchase
Before reporting the transaction as fraudulent, we recommend checking the following:
Review the merchant name on the transaction detail: some platforms process charges under names that are different from, or more generic than, the merchant where you actually bought something.
Confirm whether it's a subscription or free trial that has turned into a recurring charge.
Ask family members or others who have access to your card whether they made that purchase.
If the transaction shows as pending, wait a few days: some incorrect charges reverse automatically before they finalize.
If, after checking all this, you still don't recognize the purchase, continue with the steps below.
How to report an unrecognized purchase
Block your Wallib Card from the app, in the Card section, to prevent new charges while your case is reviewed.
Write to our support email at support@wallib.co with the subject "Unrecognized purchase."
Attach the following information so we can handle your case as quickly as possible:
📌 Full name.
📌 Email and phone number registered on your Wallib account.
📌 Details of the transaction you don't recognize (merchant, date, and amount).
📌 Confirmation that you did not authorize or make that purchase.
What happens after you submit your report?
Our team will review the information submitted and may request additional details if needed to analyze the case.
While the case is under investigation, your card will remain blocked to prevent further unauthorized charges.
We'll keep you updated on the status of your case through the email you used to contact us.
Frequently asked questions
How long do I have to report an unrecognized purchase? We recommend reporting it as soon as you notice it — the sooner you write to us, the faster we can act to protect your account.
Will I get my money back? Not every case results in a refund: the decision depends on the case review and the available evidence. Our team will support you throughout the process.
Can I keep using my Wallib account while the case is being reviewed? Yes. The block only applies to the reported Wallib Card; the rest of your account and your pockets remain available as normal.
If you have any questions, write to us at support@wallib.co