I don't recognise a transaction

If there are transactions that you don't recognise on your account, the first thing you need to do is to freeze the potentially affected HyperJar card. To do this, go to the Profile tab of your app, go to Manage Card, and select Freeze Card. This will prevent any transactions, spending or withdrawals from taking place until you unfreeze the card.

Once you have frozen your card, double-check the transaction that has made you suspicious. Sometimes companies trade under different names, so the name in the app might not match the name of the business you purchased from. It's worth searching for the unfamiliar name online to see if it's connected to a place you have shopped at.

After you've frozen your card, contact our Customer Support team. You can get in touch by starting a Live Chat in our app or on our website.

Via the app: Profile < Customer Support & FAQ < Live Chat
Via the web: Click the chat button in the bottom right corner

Our team are available 8AM-10PM Monday-Friday, and 9AM-6PM on weekends and public holidays.

Reporting a fraudulent transaction

If you believe the transaction is fraudulent, our team will help you get a replacement card issued. They will also send you a link to our fraud claim form, which you'll need to complete to report the incident.

Please note that submitting a fraud claim does not guarantee a refund. Each claim is reviewed individually, and the outcome depends on the result of the investigation.

They will also talk you through any additional next steps, which may include contacting the retailer or merchant and reporting the incident on the Report Fraud website.

Unauthorised recurring payments

If you've been charged repeatedly by a merchant and don't believe you authorised it, start by checking whether you may have signed up for a free trial, subscription, or recurring service with that merchant. Check your emails for any sign-up confirmations or terms you may have agreed to.

If you recognise the merchant or can see previous transactions to them in your account, contact the merchant directly to cancel the recurring payment and request a refund for any unauthorised charges.

If you don't recognise the merchant at all, follow the fraud reporting process detailed above.