You do not recognize a card payment, what should you do?

  • Updated
If you've encountered an issue with a transaction and need to dispute it, you can directly do it through your Qonto App.
For info, it is not possible for Qonto to block, cancel or refuse an "in progress" card transaction. It is however possible to contest it.

If you wish to be guided on your desktop app, please click here: https://app.qonto.com?tdm=request-chargeback

Step 1: Identify the transaction

  • Navigate to your transaction history and select the transaction you want to dispute.
  • Click on "Need help" for the transaction in question.

Step 2: Indicate the Reason for Dispute

  • If the transaction was unauthorized or is fraudulent, select "I suspect fraudulent activity" to indicate this as the reason for your dispute.
  • If you want to initiate a commercial dispute, you can click on "I have an issue with the 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 that 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.
You can find instructions for this under this link 👉 How can I filter my transactions? ​
ℹī¸ Enter the name of the merchant whose transactions you want to filter in the search field.

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 the reason 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 dispute".
  • Your dispute will be submitted for review, and our team will begin examining 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.

👉 How do I block or cancel an "in progress" card transaction?