If there are transactions that you don’t recognise on your account, the first thing you need to do is to freeze the potentially effected 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 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.

They will talk you through the next steps, which includes contacting the retailer or merchant, and reporting the incident on the Police Action Fraud website.

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