---
title: "A charge you didn't make on your RedotPay card: what to do in the first hour"
description: "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."
---

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

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**.

> **A frozen card can still cost you fees**
>
> Every attempt on a frozen card is a [declined](/en/troubleshooting/card-declined/) payment, and declined payments can carry a fee. If someone keeps trying the card, **delete it**: Card → Settings → Delete card. A new [virtual card](/en/cards/virtual-vs-physical/) costs 10 USD.

## 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](/en/troubleshooting/refund-not-received/) first. RedotPay can't cancel a subscription for you; cancel it on the merchant's site.

## 3. Report fraud in the app

1. Open the transaction in your history.
2. Tap the **?** icon in the top corner.
3. 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](/en/cards/mobile-wallets/).
- 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](/en/cards/atm-withdrawals/) 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](/en/fees-limits/) 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.

More in [protect your account](/en/security/protect-your-account/).

Sources: RedotPay help-centre articles "What Should I Do if My RedotPay Card Is Charged Fraudulently?", "How To Dispute a Card Transaction You Don't Recognize" (updated 9 Sep 2026), "I See a Charge I Don't Recognize. What Should I Do?", "How Do I Manage My RedotPay Card Security Settings?" and "How Do I Cancel a Subscription With a Merchant?" (checked 31 Oct 2026).

Source: https://redotdocs.com/en/troubleshooting/unauthorized-charges/index.mdx