1. Aspire FAQs
  2. Cards
  3. General Card Information

What can I do when I see an unauthorized transaction in my account?


  • For unauthorized transactions from your Mastercard tagged to IDR Debit Account or IDR Advance Limit, please contact our Support Team within 30 days from card transaction date.
  • Cardholders must file the dispute no more than 60 days from the card transaction date (for VISA issued cards). 
  • A maximum of 35 transactions can be disputed every 120 days.
  • 3DS, Chip, and contactless transactions can't be filed for dispute.

An unauthorised transaction came from a merchant I transacted with before

Please note that the dispute process takes 30 days to settle with VISA. For a faster way of getting your funds back, we encourage you to try to settle the refund with the merchant.

If the merchant does not cooperate to settle this charge from their end, we'll help you file the dispute on our end. To proceed with the dispute process, you will need to:

  • Cancel or replace the affected card. Check if the affected card is tagged to any recurring subscriptions. Update your card information with your new replacement card on the merchant's platform.
  • Contact our Support Team and provide the following evidence to justify the reason for the dispute:
    • Filled up the Dispute Form according to the card:
    • Corresponding emails or any proof of message that you attempted to settle it with the merchant
    • Invoice/cancellation notes (if there are any)

Unauthorized transaction from a merchant I NEVER transacted with

We'll be sure to help you file the dispute case with VISA. To proceed with the dispute process, you will need to:

Please note that the Dispute process takes roughly 30 days to settle a dispute with VISA and 45 days with Mastercard.  Our Support Team will reach out to you again once there is an update on your case.

Questions? Please log in to the app and reach out in the chat at the bottom right corner of the screen.

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