If you spot unauthorised or suspicious transactions:
1. Freeze Your Card:
Open the Zable App.
Go to the Card tab, tap ‘Card details’, and select ‘Freeze card’.
This will stop all new transactions until the issue is resolved. If you can’t freeze your card, request a replacement straight away.
2. Dispute the Transaction:
Go to the ‘Transactions’ screen.
Select the suspicious transaction and tap ‘Something wrong? Get help’.
Choose ‘I don't recognise this transaction’ and follow the prompts to submit a fraud claim.
3. Replace Your Card:
After reporting the fraud, your card will usually be replaced automatically.
If not, you can request a replacement card in the app.
If you recognise the transaction but there's another issue, follow the same steps and select ‘I recognise this transaction, but there’s an issue’ to raise a dispute.
Stopping Recurring Payments
1. Contact the Merchant:
Cancel the subscription or recurring payment directly with the merchant and keep confirmation of cancellation.
2. Freeze Your Card:
Freeze your card in the app while you resolve the issue.
3. Replace Your Card:
If charges continue, request a new card to prevent any further unauthorised payment attempts.
Cancelling Your Account
1. Make Sure:
Your account balance is £0.
No pending or recurring payments remain.
2. Close Your Account:
Once ready, you can close your account through the app or via the ‘Close Account’ link.
FAQs
What Happens After I Replace My Card?
Your old card details become invalid, and payment attempts on the old card are automatically declined. Update your payment info for any services you want to keep.
Can Pending Transactions Be Blocked?
Pending transactions can’t be cancelled right away. Wait for them to clear, then dispute if necessary.