If you notice an unauthorized charge on your Keep account, there are several steps you can take to address it. This guide will walk you through freezing your card, contacting the merchant, and disputing the charge with Keep.
In This Article:
- How to resolve unauthorized charges
- Learn more about unauthorized charges
- Troubleshooting common issues
- Frequently asked questions
How to Resolve Unauthorized Charges
Step 1: Freeze Your Card to Stop Further Charges
Freezing your card is an immediate action to prevent further unauthorized charges.
How to Freeze Your Card:
- Log in to your account on the Keep website.
- Find the card with the unauthorized charge.
- Follow the on-screen instructions to freeze your card.
Note: Keep provides unlimited virtual cards, allowing you to create a new card even after freezing or closing one.
🖥️ Watch a Quick Tutorial: How to Freeze Your Card
Step 2: Reach Out to the Merchant
Often, reaching out directly to the merchant can quickly resolve the issue.
Here’s How to Contact the Merchant:
- Locate the merchant’s contact information in your transaction details or on their website.
- Explain the situation and request a refund or cancellation of the unauthorized charge.
Important: Resolving the issue with the merchant first is often the quickest way to recover funds. This step also strengthens your case if you need to file a dispute, increasing the likelihood of a favorable outcome.
Step 3: Open a Dispute Through Keep
If contacting the merchant doesn’t resolve the issue, you can initiate a dispute through Keep.
How to Open a Dispute:
- Log in to your account on the Keep website.
- Locate the unauthorized charge in your transaction history.
- Follow the on-screen instructions to open a dispute.
🖥️ Watch a Quick Tutorial: How to Dispute a Charge
Important: Disputing a charge can take up to 90 days to resolve. Ensure you allow sufficient time for the investigation to be completed.
Learn More About Unauthorized Charges
Why Do Unauthorized Charges Happen?
Unauthorized charges may occur due to:
- Compromised card details
- Unauthorized use of your card
- Merchant billing errors
Here’s How to Prevent Unauthorized Charges
- Regularly monitor your account for any unusual activity.
- Use Keep’s virtual cards for online purchases to minimize exposure.
- Update your account passwords and enable two-factor authentication (2FA). Learn more on how to do it here.
Troubleshooting Common Issues
- Can’t find the Freeze option?
Make sure you’re logged in with the correct permissions. If issues persist, try refreshing the page or contacting support. - Merchant won’t issue a refund?
Proceed with Keep’s dispute process if the merchant is unresponsive or unable to assist. - Dispute taking too long?
Disputes can take up to 90 days. Keep an eye on updates in your Keep account.
Frequently Asked Questions
- Will freezing my card stop all transactions?
Yes, freezing prevents any further transactions on the card until it’s reactivated. - Can I create a new virtual card?
Yes, you can generate unlimited virtual cards, even if your primary card is frozen. - Is there a fee to dispute a charge?
No, Keep does not charge fees for initiating a dispute.
Need more help?
For additional assistance, please reach out to our customer support team at support@trykeep.com.