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 such transactions.
Freezing or your debit card
If you ever see an unauthorized card transaction on your account, the first step is to freeze the card associated with the transaction. If your card has been stolen or compromised, freezing your card will ensure no future unauthorized transactions can be processed.
You may also terminate the card if you have reason to believe it is permanently lost or compromised in any way.
For instructions on how to freeze or terminate Relay debit cards, please see Freezing or terminating a Relay debit card.
Submitting a dispute
Once your card is frozen, 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.
From here, follow the prompts on your screen and you will be directed toward the best next steps. You can also call Visa directly at 1 (833) 852-1519 to start the dispute process.
Please note: only settled card transactions can be disputed. If a transaction is still pending, you will not be able to submit a dispute until it settles.
How long does the card dispute process take?
Card disputes are handled entirely by Visa, and may take up to 90 days to be investigated.
Provisional credits
Some card transactions are eligible for provisional credits; however, this is not guaranteed. Visa will decide whether or not a disputed card transaction is eligible for provisional credit within 5 business days of the dispute being submitted.