How to File a Transaction Dispute

If you notice a transaction in your wallet that is incorrect, unauthorized, or suspicious, you have the right to file a dispute. We’re here to help resolve issues quickly and fairly.

When to File a Dispute

You should file a dispute if:

• You didn’t authorize a charge
• The amount charged is incorrect
• The goods or services were not received or were misrepresented
• A duplicate or fraudulent transaction occurred
   

Time Limits to File

Disputes must typically be submitted:

• Within 60 days of the transaction date for most wallet transactions
• Immediately for suspected fraud or unauthorized access
   

Filing promptly improves your chances of resolution.

How to File a Dispute

1. Log in to your account
2. Go to “Transactions”

3. Find the transaction in question
4. Click “Dispute Transaction.”
5. Fill out the dispute form:
   • Transaction ID
   • Reason for dispute
   • Supporting details (screenshots, receipts, correspondence)
6. Submit the form

You’ll receive a confirmation email with a case number.

What Happens Next?

• Our support team will review your claim
• We may request additional information
• The merchant or counterparty may be contacted for clarification
• Most cases are resolved within 5–10 business days

During this time:

• The transaction may be marked as "under review."
• You may receive provisional credit (case-by-case basis)
   

Stay Updated

You’ll receive updates via:

• Email notifications
• In-app status updates (under “Disputes”) 

You can also reply directly to the confirmation email to provide more information.

Important Notes

• Filing false claims may result in account restrictions
• If your account was compromised, change your password
• Not all disputes are eligible for reversal — especially for completed peer-to-peer transactions without documentation

Need Assistance?

If you're unsure about whether to dispute a transaction or how to gather supporting documents, contact support, and we’ll help guide you.