Help and support
Need any support, or have a project in mind? This page is for the first kind. Four situations account for almost every urgent message we get — find yours, do the first thing, then tell us what you did.
Start here
Freeze the card in the app first — it is instant and reversible, and it costs you nothing if the transaction turns out to be a subscription under an unfamiliar merchant name. Then write to us.
Freeze immediately, then order a replacement from the app. Reporting it as stolen rather than lost matters if a transaction is later disputed, so say which one it was.
End the conversation. We will never ask for a full card number, a PIN or a one-time code, by any channel. Do not call back on a number they supplied; write to us instead.
Check whether the card itself is frozen and whether online payments or country controls are switched off — that is the cause more often than an outage. Then tell us what the screen said, word for word.
Before you write
Every message is answered in writing. Whether the first reply solves the problem or asks a question depends almost entirely on these four things being in it.
Not the history — the event. "A transaction I do not recognise on 14 March" is more actionable than three paragraphs of context.
Date, amount and the merchant name as it appears on the account, character for character. Merchant names are frequently nothing like the shop's actual name, and that difference is often the answer.
Frozen the card, contacted the merchant, tried a different device. It stops the reply telling you to do what you did yesterday.
Say so plainly. A frozen card and a statement query are not the same thing, and we would rather you told us than assumed we could tell.
Common questions
Usually not. Duplicate authorisations are common where a terminal retried, and one of them typically drops off within a few days. If both settle, it is a merchant matter first — contact them — and a dispute second if that fails.
Also common, particularly at hotels, car hire and fuel stations, where a holding amount is authorised before the final figure is known. It should settle at the real amount; if it does not within a week, tell us.
Cancelling with the merchant and blocking a payment are different actions. Ask the merchant for written confirmation of the cancellation date, then send it to us — that document is what makes a dispute straightforward rather than an argument.
The usual causes are a country control, an online-payment toggle, a limit, or a fraud rule that fired because the spending pattern changed suddenly. All four are visible or fixable, which is why the app is worth checking before the call you cannot make from a queue.
It depends on the merchant and on the scheme rules, and any firm number quoted at the outset is a guess. What we can commit to is telling you what stage it is at when it changes, rather than leaving you to ask.
The office is at Acico Business Park in Port Saeed. Write first so that whoever meets you already has the account and the paperwork open.
Send what happened, the exact detail, what you have already tried and how urgent it is. That is enough for a first reply that does something.