Keeping your money safe and secure is our top priority at Relay! We take unauthorized transactions very seriously and work closely with our card partner, Visa, to investigate any such transactions.
If you ever see an unauthorized transaction on your account the first step is to freeze the card associated with the transaction. Instructions on how you can freeze your card can be found here: Freezing or Terminating a Relay Card. If your card has been stolen or compromised, freezing your card will ensure no future unauthorized transactions can be processed.
Next, you will want to start the dispute process. You can start a dispute by clicking on the transaction in question, scrolling to the bottom of the pop-up on the right-hand side and clicking "Dispute Transaction".
Follow the prompts on your screen and you will be directed to the best next steps. You can also call Visa directly at 1 (833) 852-1519 to start the process.
Please note, only settled transactions can be disputed. If a transaction is still pending, you will not be able to submit a dispute until it settles.