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

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

Raise dispute for unauthorized transactions directly in-app!

If you have noticed an unauthorized debit transaction from your Aspire cards, you may raise for a dispute in-app by following the steps by steps below: 

  1. Select the unauthorized transaction 
  2. A panel will open up, scroll down and choose "Dispute Transaction"

  3. Next, choose whether you want to Dispute the transaction or Report the transaction as fraud. Either way, the transaction will still be raised for dispute. 
    1. Dispute transaction: Duplicate billing, undelivered goods/services, or incorrect charges. 
    2. Report Fraud: If you did not authorize or make the payments.
       
If you have selected Dispute Transaction, please proceed to the next step by clicking here. Alternatively, if you have opted to Report Fraud, please follow the next step by clicking here.

Dispute Transaction

  1. Make sure to attempt to resolve the transaction with the merchant before proceeding. If you have already done so, click on "Yes".
  2. Next, provide evidence of correspondence with the merchant by uploading emails, screenshots, or statements. You can upload up to 5 files, each with a size limit of 5MB.
  3. Next, choose the Reason of Dispute 
  4. After that, complete the form and add any other helpful details that can help the investigation
  5.  Once you're done, click on "Submit" 

The dispute process will take 45 days for VISA and 60 days with Mastercard.

Once you have submitted a dispute for the transaction, the transaction will be marked as disputed: desktop (1)

Our team will reach out to you once we have an update on the status of the dispute.

If you won the dispute, you will receive an email from our team about the refund. You may also access the Aspire App to view the refunded transaction. 

However, if you've lost the dispute, we will also inform you via email and the Aspire app. You may contact our Support team by logging in to the Aspire app for further information about your lost dispute.  

Fraud transaction

Note: If you select the Fraud Transaction option, the card associated with the transaction will be automatically canceled upon form submission.

  1. Complete the form and add any other helpful details that can help the investigation
  2. Once you're done, click on "Submit" 

The dispute process will take 45 days for VISA and 60 days with Mastercard.

Once you have submitted a dispute for the transaction, the transaction will be marked as disputed: desktop (1)

Our team will reach out to you once we have an update on the status of the dispute.

By any chance you have won the dispute, you will receive an email from our team about the refund. You may also access the Aspire App to view the refunded transaction. 

However, if you've lost the dispute, we will also inform you via email and the Aspire app. You may contact our Support team by logging in to the Aspire app for further information about your lost dispute. 

Notes:

  • Disputes cannot be raised for transactions exceeding a 60-day timeframe for VISA cards and 30-day time frame for Mastercards.
  • Prior to initiating the dispute within the app, we recommend attempting to resolve the refund directly with the merchant. If the merchant determines that the issue should be addressed through Aspire, please refer to the guide above.
  • The dispute process may take up to 45 days for VISA and 60 days for Mastercard.

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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