Why is there a transaction I do not recognize?

In our experience, unrecognized transactions may be due to promotions, refunds, or forgotten scheduled payments.

If you notice a payment or transfer that you do not recognize, it may be due to one of the following:

  • Card refunds. If you have requested a merchant to refund a card payment, the card fees and FX rate differences between time periods could lead the refunded amount to be slightly different than the original card payment amount.

  • Cashbacks or promos. Cashback or promotions may have been credited to your account. Aspire cashbacks are computed based on your card spend to eligible merchants, and directly credited to your accounts each month.

  • Unfamiliar business names. Businesses may operate under a different name than the one you're familiar with. You may want to google the name to see if you recognize it.

  • Card authorizations. Businesses might charge your card or deposit a small amount to make sure your card is active. This is a standard procedure for payment gateways like PayPal, and is common for hotels. These small charges are usually refunded within a few days.

  • Subscriptions. Free trials can lead to unexpected subscription charges. If this happens, get in touch with the merchant to ask for a refund, or cancel the subscription. 

It is none of the above! What else causes this?

One or more of your merchants or past recipients might have conducted additional transfers. If the above cases do not apply to you, try contacting the merchant for more information. If this does not work either, please raise this issue to us via our support channels and we would be happy to assist. You just need to provide us with the following information:

  • The date, amount, and merchant of the original card payment

  • What happened and what you purchased in as much detail as possible

  • Any proof of transaction that you have, e.g., receipts and invoices

  • Copies of the communication between you and the merchant

Questions? Email us at support@aspireapp.com or chat with us during business hours (Mon - Fri, 9.30 AM - 6:30 PM SGT).