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I do not recognize a card payment, what should I do?
I do not recognize a card payment, what should I do?


Updated over a week ago

If you've encountered an issue with a transaction and need to dispute it, you can directly do it through your Qonto App.

Step 1: Identify the Transaction

  • Navigate to your transaction history and select the transaction you wish to dispute.

  • Click on Need help associated with the transaction in question.

Step 2: Indicate the Reason for Dispute

  • If you believe the transaction was unauthorized or fraudulent, select I suspect fraudulent activity to indicate this is the reason for your dispute.

  • If you want to make a commercial dispute you can click on I have an issue with payment, product or service.

  • To claim an ATM transaction click on I received a different amount or no cash

Step 3: Security Measures (for unauthorized transactions)

  • For your protection, upon initiating the dispute, your card will be blocked to prevent any further unauthorized activity. Rest assured, you will have the option to unblock your card later in the process.

Step 4: Select Additional Transactions (Optional)

  • If there are more transactions from the same merchant that you wish to dispute, you can select them at this stage. The system will display all related transactions that have been settled, allowing you to easily add them to your dispute.

Step 5: Provide Supporting Documents

  • To strengthen your claim, you're encouraged to upload any relevant documents. This could include Police Reports, screenshots, correspondences with the merchant or alleged fraudster, etc.

  • These documents are crucial in providing evidence to support your claim.

  • In case of commercial dispute, you need to wait for 7 days between the time you contact the merchant and the time you dispute the transaction.

Step 6: Describe the Issue

  • In the provided field, give a detailed description of the situation. Include as many details as possible about what happened, any interaction with the merchant, and why you believe the transaction is disputable.

  • The more information you provide, the better equipped we are to assist you.

Step 7: Submit Your Dispute

  • After you've completed all the previous steps and reviewed the information you've provided, click on Submit the dispute.

  • Your dispute will be submitted for review, and our team will begin the process of investigating your claim.

What Happens Next?

After you submit your dispute, our team will work diligently to investigate the claim. You will receive updates regarding the status of your dispute and any further actions that may be required on your part. The maximum delay to get a final answer is 48 working hours.

We understand that dealing with disputed transactions can be stressful, and we are here to assist you every step of the way. If you have any questions or need further assistance, please don't hesitate to contact our customer support team.

Thank you for your cooperation and for taking the necessary steps to protect your account.

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