What should I do if I have an issue with a transaction?

A pending transaction is an authorised payment that's awaiting confirmation from Mastercard. All newly made transactions will first be classified as pending. The funds will be held until Mastercard has given its confirmation of the transaction. All pending transactions will be completed or reversed within 8 days.

Here's an example of what a pending transaction will look like in your statement:

Once confirmed by Mastercard, the transaction will be considered complete, with funds released to the merchant you made your purchase with.

For transactions made in currencies outside the 10 stored currencies in your YouTrip account, the exchange rate may be changed slightly once a pending transaction is completed. Why?

A reversed transaction is cancelled or declined transaction because it has not been cleared successfully by Mastercard within 8 days. Not to worry, the full amount will be reversed back to your YouTrip account.

Here's an example of what a reversed transaction will look like in your statement:

However, in some rare situations, we may receive confirmation of pending transactions only after 8 days. In such cases, the original transaction will remain reversed while a new transaction record with the confirmed transaction amount will be created. Reach out to our Customer Experience Team via customer@you.co if you require further clarification.

For the 10 selected currencies available for in-app exchange, your exchange rate is immediately locked in and will not change after you have exchanged or made a purchase. If your exchange rates change afterwards, please contact us directly for further support.

For the remaining 140+ currencies available for transaction use via YouTrip card, at the moment of transaction, you will be provided indicative wholesale exchange rates from Mastercard in YouTrip app. The indicative wholesale Mastercard rate is subject to change, which will be confirmed on the date when the merchant completes the transaction, typically 1-2 days (maximum 8 days) after your purchase.

Hence sometimes you may see the exchange rates changed for the selected 140+ currencies after using your YouTrip card, due to movement in the foreign exchange market which is usually minor. However, you'll always enjoy the wholesale exchange rate confirmed by Mastercard with no fees and no additional markup!

Some merchants may charge in one currency before clearing the transaction in the other currency, which will create two transaction records in your account. While it may seem like you've been charged twice, in most cases, one of the transactions will be reversed to your account within the next 8 days.

If you've requested for a card replacement, you may notice similar transactions for card replacement fees listed on your YouTrip account as well as your bank card transaction records.

However, please note that in such cases, you've only been charged through your bank card and not your YouTrip account. The transaction record you see on YouTrip is only listed as a friendly reminder.

There are numerous reasons as to why a merchant may have charged you more than once. As we're only able to check on a transaction but not make any changes to it, you should first contact the merchant directly for more information. If you don't feel like your issue was resolved after doing so, here’s what you can do so that we can process this disputed transaction:

Step 1: Download the “Dispute & Chargeback Form” from our support page.
Step 2: Scan and send the completed form to us.
Step 3: Attach any supporting document(s) required as indicated in the form.
Step 4: If you are disputing more than 3 transactions, please attach your transaction history and highlight the additional related transactions.

Important notice:
1. For your safety, temporarily lock your card via the YouTrip app if you suspect any unauthorised activity or if it's not in use for an extended period of time.
2. Submit your chargeback request ​within 45 days from the transaction date​.
3. A chargeback processing fee of S$15 will be charged to your account in the event that your dispute outcome is unsuccessful.

Once submitted, all disputes will be thoroughly investigated. Please note that we are unable to guarantee the recovery of the disputed amount, and the outcome is entirely dependent on the investigation of the merchant’s processing bank as well as the rules and regulations of Mastercard. Depending on the complexity and amount, each dispute duration may vary.