Keeping your account safe and secure is our top priority at Relay! We take unauthorized transactions very seriously and work closely with our card provider, Visa, to investigate such transactions.
Important: The Relay Visa® Credit Card is available only to customers who successfully meet our eligibility check and fulfill the required criteria. For more information on eligibility, please see An Overview of the Relay Visa® Credit Card.
Submitting a dispute
- If you ever see an unauthorized 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.
- 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, and you will be directed to the best next steps. You can also call Visa directly at 1 (833) 852-1519.
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.
How long will it take to investigate a dispute?
It can take up to 45 days to investigate a dispute.
Will I get a provisional credit?
Provisional credit will be applied to eligible dispute cases within 5 business days. If you have any questions regarding your provisional credit, please contact our Customer Experience team.
Do I have to freeze or terminate my card before filing a dispute?
It is not required to freeze your card before you file a dispute, however, it is strongly recommended in order to prevent further unauthorized activity. Please note that if your dispute is won, Visa requires the card associated with the disputed transaction to be terminated for security purposes.