We know how unsettling it can be to notice an unrecognised transaction in your account. So don’t worry, we’re here to help.
Double check if this is a transaction you made.
The first thing you can do is a quick search online for the name of the unfamiliar merchant listed on your account statement. Companies sometimes use a third party payment processor or have a different brand/shop name from their registered business name, so doing this check could help you recognise a legitimate transaction.
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. Contact the merchant first if you're ever in doubt.
If you are sure you did not make the transaction or believe the transaction is fraudulent, please take the following steps:
1. Lock your physical/virtual card via your YouTrip app to prevent further transactions from being made. See how to lock the card here.
2. Change your App PIN. See how to change your App PIN here. If someone else has access to the email account you used to create your YouTrip account, please change the password of your email account as well.
3. Email & report your case to firstname.lastname@example.org.
4. If you wish to stop any new transactions from happening and immediately suspend your YouTrip account, you can activate the Kill Switch by calling +65 6904 9334.
5. Make a local police report here if your card is lost, stolen, or being used fraudulently. This report may be required during our internal investigation process.
If you wish to file a transaction dispute and chargeback:
Fill up the Transaction Dispute & Chargeback form, attach it along with all required supporting documents, and submit it for investigation. Please submit the completed form within 45 days of the transaction date. Once you’ve completed the form, drop us an email at email@example.com to let us know that you've submitted it and we’ll be sure to get back to you promptly.
Please take note that a S$15 handling fee for chargeback would be charged if a false declaration has been made, and subsequently proven by internal investigation alongside evidence from the merchant. We value your understanding and cooperation in working towards a fair resolution of chargeback cases.