If you have noticed some unexpected or unauthorised transactions please follow these steps:
Step 1: Lock, report, and replace your card using the Douugh app.
To lock and replace your card, follow these steps:
Log in to Douugh.
Tap on 'Spend Jar’.
Tap on 'Account'.
Swipe down to ‘Report stolen details’ and follow the prompts.
Once the steps have been completed your current card will be locked and a new one reissued automatically.Now move on to step 2.
Step 2: Attempt to identify the merchant
Although transactions may initially appear as unexpected, sometimes this can just be the result of confusion because of how the transaction is handled by the merchant.
Most commonly, confusion arises from:
A merchant using a payment processor (card machine) that has a different name that is shown in-app.
For example, you might not recognise a purchase from ‘Square’, but ‘Square’ could be the payment processor that your local shop uses.Transaction locations tracking back to an organisation’s head office, rather than the physical store you purchased from.
This might mean the location shown in-app appears to have been made in a different state when it actually wasn’t (Apple is a good example of this).
This is also super common with vending machines.
If you still need help identifying the merchant, send us a screenshot of the transaction via our in-app chat.
If you still don't recognise the transaction, move on to step 3.
Step 3: Ask if anyone in the family (or maybe even close friends) recognise the transaction
Sometimes unrecognised transactions are the result of people close to you borrowing your card details (regardless if you knew their intent to borrow them!).
If you think there is a chance this happened then please ask around before moving forward, and if you are still confident the transaction/s are not expected, then move on to step 4 - a formal dispute.
Step 4: Lodge a formal transaction dispute
This can take from 21- 45 business days to resolve and we’ll need you to send us the following:
Screenshot(s) of transaction(s)
Completed dispute form
You can only dispute a transaction once, so please ensure you complete the form as accurately as possible.
You can request a copy of our dispute form by following these steps:
Log in to Douugh.
Tap your 'Profile' in the bottom right hand corner.
Tap 'Help & Support' and choose 'I need help'.
Tap 'Send us a message'.
Tap ‘ I need help with my Douugh Card’.
Tap ‘Dispute transaction’ and follow the prompts.
Please note: A merchant can appeal the initial dispute outcome within 30 days if they can provide sufficient evidence that indicates the payment was authorised by you.
If your card has been replaced and you're using it in a digital wallet, you will need to re-add it. Don't forget to delete the old card from your digital wallet before re-adding it.
If you need a hand with this, check out the following guide: