How to Dispute a Charge on Your Keep Card

If you’re seeing a charge on your Keep card that doesn’t seem right, you can file a dispute directly from your dashboard.

This guide walks you through the steps to file a dispute and what to expect based on the type of charge you're disputing.

In This Article

1. How To File A Dispute

2. Understanding The Dispute Types

3. Frequently Asked Questions

Before You Get Started

Make sure the charge you want to dispute has already been posted to your account. You won’t be able to file a dispute for pending transactions.

You’ll also want to gather any supporting documentation, like receipts, cancellation emails, or screenshots, in case they’re helpful for your case.

There are two types of disputes you can file:

• Unauthorized: You didn’t share your card details or authorize the transaction.
• Non-fraudulent: You recognize the merchant, but something went wrong with the charge (like a product issue or incorrect amount).

How To File A Dispute

1. Log into your Keep dashboard and go to Transactions.

2. Select the card and date range you'd like to review.

3. Find the transaction you want to dispute and click the ⋮ (three dots).

4. Click Dispute.

5. Choose the dispute type:

   • Unauthorized

   • Non-fraudulent

6. Complete the form based on your selection.

7. Review your answers and submit your dispute. 

Choosing The Right Dispute Type

Once you select Dispute on your transaction, you'll be asked whether the charge was unauthorized or non-fraudulent.  Here's how to decide:

Unauthorized

Choose Unauthorized if you don’t recognize the charge or the merchant, and you never shared your card details with them. This includes situations where your card may have been compromised or used without your consent.

You’ll be asked a few questions to help us verify this:

• When you last used your card

• Where you normally store your card information

• Whether anyone else has access to your card

• The current status of your card (active, frozen, or canceled)

You’ll also be able to add a short description and upload any optional evidence, like screenshots or statements.

Example: You see a charge from a business you’ve never interacted with.

Non-Fraudulent

Choose Non-fraudulent if you know the merchant, but there’s an issue with the charge—like a billing error, a duplicate transaction, or a service you cancelled.

Before submitting this type of dispute, we recommend contacting the merchant directly first. Many common issues can be resolved faster that way. If the issue isn’t resolved, you can file a dispute through your dashboard.

You’ll be asked whether you’re disputing the full or partial amount, whether you’ve already contacted the merchant, and for a short explanation of the issue. You can also upload any documents that support your case.

Examples include:

• A subscription you cancelled but were still charged for

• An order that never arrived

• A double charge or incorrect amount

• A reservation you cancelled but were billed anyway

Frequently Asked Questions

How long does it take to process a dispute?
Most disputes are reviewed and resolved within 5 business days.

Can I dispute a pending transaction?
No. The charge must be fully posted before you can file a dispute.

Do I have to contact the merchant first?
For non-fraudulent issues, yes—we encourage you to reach out to the merchant before starting a dispute. If the issue remains unresolved, we’ll help from there.

What if I choose the wrong dispute type?
No problem. Just contact our support team and we’ll help you update your submission.

Need More Help?

If you’re not sure which option to select or you have questions along the way, reach out to us at support@trykeep.com. We’re here to help.