I found a transaction I do not recognise


If you notice a payment or transfer that you do not recognise, it may be due to a number of reasons.

First check if it could be one of these things:

  • 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 promos 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 recognise it.

  • Card authorisations. 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. 

If you have checked the above cases and are sure they don’t apply, the first step is to get in touch with the merchant and try to solve the issue.

If this does not work, you can report the issue. We would be happy to help. Please 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 you have, e.g., receipts and invoices; and

  • Copies of the communication between you and the merchant.

Questions? If the above does not work, please report the issue here.