To verify if the transactions are valid, please check the following:
- Pending payment from petrol stations
- Petrol stations often pre-authorise a maximum or estimated amount. The actual amount spent should be charged within 1 to 3 days, and the rest will be automatically refunded to your account.
- Payments made offline
- Transactions made during a flight or at a food truck can be delayed and may appear in your activity unexpectedly.
- Unfamiliar business name
- Transactions might be listed under a different trading name than the business you recognise. Google the name to see if you recognise it.
- Unexpected small charge
- Businesses might charge your card a small amount to verify it works. This is common for hotels and car rentals. These charges are usually refunded within a few days.
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. Learn how to lock your card by reading this FAQ.
2. Change your App PIN. Refer to this FAQ on how to change your App PIN. 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 fraud-reporting@you.co.
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:
Refer to this FAQ to learn how to report an issue with your transaction through the app.