A charge you didn't make on your RedotPay card: what to do in the first hour

Freeze or delete the card, stop declined-fee drain, check whether the charge is really fraud, and report it in the app. What a dispute costs (50 USD, 700 USD), how long it takes, and what counts as fraud.

Act in this order. The first two steps take a minute and stop further losses.

1. Freeze the card, and delete it if charges continue

On the Card tab, tap Freeze.

Card tab with the card and the Freeze, Limit and Settings buttons

Card settings with Security settings, Change billing address and Delete card

2. Check whether it’s really fraud

Many “unknown” charges turn out to be:

a subscription renewing on a different date, or under a different company name;
a hold that a merchant placed before the final amount;
a foreign-currency payment that settled at a slightly different amount.

If you recognise the merchant, ask them for a refund first. RedotPay can’t cancel a subscription for you; cancel it on the merchant’s site.

3. Report fraud in the app

Open the transaction in your history.
Tap the ? icon in the top corner.
Tap Report fraud.

RedotPay reviews the report, then sends eligible cases to the card network. That step usually takes 1 to 3 months, and the network, not RedotPay, decides the outcome.

What doesn’t count as fraud

A subscription or renewal you agreed to.
Someone you allowed to use the card.
A payment approved with your PIN, a 3D Secure code, your fingerprint or face, Apple Pay or Google Pay.
Goods that never arrived, or a refund the merchant won’t give. That’s a consumer dispute, below.

Consumer disputes and failed ATM withdrawals

If a merchant didn’t deliver, or an ATM charged you without giving cash and the bank couldn’t fix it, you can ask for a chargeback.

Step	Official detail
Eligibility	Support checks the case first
Fee	50 USD per transaction, paid up front once eligible
Time	Usually 3 to 6 months, longer for complex cases
If the merchant fights it	“Pre-arbitration” costs 700 USD per transaction, refunded only if you finally win

Neither step is guaranteed to succeed. Weigh the fee against the amount before you start.

Have these ready: transaction ID, date, amount and merchant; your registered email, name and billing address; the card’s last 4 digits and expiry; what you did to contact the merchant; receipts, tracking or refund records; a timeline; and a police report if you have one.

Prevent the next one

Never type your card number, expiry or CVV on a site you don’t trust.
Switch off online transactions on a card you only use in shops, and the reverse.
Turn off currencies you never pay in.
Keep a separate card for subscriptions, and remove it from services you stop using.