As a cardholder, you may spot a fraudulent transaction or a transaction that you don't recognize, or your card may get lost or stolen.
If your card has been lost or stolen, or you see an unrecognized or fraudulent transaction:
Block (freeze) your Payhawk corporate card immediately to prevent further use until you investigate your transactions.
Report the case to the Payhawk Support team and a Payhawk administrator at your company.
Tips for checking unrecognized transactions
Unrecognized transactions may turn out to be legitimate. After you have frozen your card, you can investigate whether this is the case by following the tips:
Look into the date, time, and location of the unrecognized transaction to see if any of the details are known or seem familiar to you.
Check if the retailer you paid trades under a different name.
Note if the transaction is "pending", meaning that it is still being processed.
Action plan
If you still don't recognize the transaction or have noticed anything suspicious taking place with your Payhawk account, immediately:
Contact the Payhawk Support team in either or both ways:
Through the chat located in the lower-right corner of the Payhawk website or Payhawk help desk.
By email at support@payhawk.com.
Assist the team to resolve any questions they might have. Forward screenshots and any other details of the transaction.
Inform the Payhawk Administrator at your company and request a new Payhawk corporate card, if you need one in the meantime.
If the payment is genuine, but the amount is wrong, you’ll need to contact the merchant.
If the transaction turns out to be legitimate, you can unfreeze your Payhawk corporate card and continue using it.
Collect and provide all necessary information related to the transaction(s) in question. This includes a list of unrecognized transactions with amounts, the last 4 digits of the affected card, URLs related to disputed expenses, and the status of the compromised card.
Complete and submit any required chargeback dispute forms as directed by Payhawk within 10 calendar days.
Confirm that the compromised card will not be reopened and that all provided details are accurate.
Dispute process requirements
To initiate and process a dispute successfully, the following information is essential:
List of unrecognized transactions, including amounts and totals.
Last 4 digits of the affected card.
URLs of the disputed expenses.
Status of the card (lost, stolen, blocked, shared details).
Usage details, including digital wallet links or prior merchant usage.
Last recognized transaction on the card and its date.
Commitment that the compromised card will not be reopened.
Providing complete and accurate information can expedite the dispute resolution process.
The designated period for reporting fraudulent or unauthorized transactions with the card service providers is three months. If the transaction occurred more than three months before the time you contact the Support team, Payhawk will be unable to dispute it. For Visa transactions specifically, disputes must be initiated within 120 days from the settlement date to meet the required timeframe.
The fee related to a dispute claim is 25 currency units depending on the EUR, GBP, or USD currency of the account. This fee is a standard part of the chargeback process to cover the administrative costs associated with handling such cases. Payhawk will need explicit confirmation for this charge on behalf of the cardholder to be able to proceed with the dispute request. Cardholders must confirm their agreement to the dispute fee before the process can begin.