Unknown, unauthorised and disputed transactions

Every now and again, you might notice a transaction or payment on your account that you're not entirely sure about - this is classed as an 'unknown transaction'. This can often be caused by a supplier having a trading name that is different to the actual shop or company name that you might be more familiar with.

An 'unauthorised transaction' is a payment which you did not consent to. If you've identified one of these on your account, scroll down to find out what to do next or alternatively you can contact us. If you're concerned that the transaction may be fraudulent, take a look at our Fraud Awareness article for more information.

A 'disputed transaction' is a payment on your account which you'd like to challenge (this could be for a variety of reasons). If you're still not sure, or you need help with a payment you've made or goods you've received, take a look at our list of frequently asked questions.

In most cases, you'll be able to identify an unknown transaction by searching for the trading name showing on your account or by checking old receipts or invoices. However, if you believe that the transaction is unauthorised, please contact us immediately, or alternatively you can raise a Visa dispute claim.

The 'Visa Chargeback Scheme' allows us to raise a Visa dispute on your behalf, and the outcome depends on the evidence that you and the company in question can provide. There's a set period of time after the transaction has been debited in which a Visa dispute can be raised, so it's important to get in touch about it as soon as possible. Once a dispute has been raised, it could also take more time to resolve owing to the rules of the scheme and the timescales given for companies to respond.

Depending on the type of transaction showing on your account, there are a number of things you can do next: