We know how unsettling it can be to notice an unfamiliar transaction in your account. So don’t worry, we’re here to help.
The first thing you can do is a quick search online on the name of the unfamiliar merchant listed on your account statement. Companies sometimes have a different brand / shop name from their registered business name, so doing this check could help you recognise a legitimate transaction.
Also, keep in mind that some transactions can take a while to show up in your statement - up to a few weeks. Try to recall payments you’ve made over this sort of timeframe, rather than only considering the last couple of days.
If you’re sure that you did not make the transaction, temporarily lock your card using the YouTrip app and contact our Customer Experience Team via firstname.lastname@example.org immediately. Download the dispute form here and submit it for investigation. You should also make a local police report if your card is lost, stolen or being used fraudulently. This may be required during our internal investigation process.