How do I dispute a transaction I don't recognise?

What we need from you depends on the type of payment.

Debit card payments

If you see a debit card payment you don't recognise, you can make a fraud claim in the Zopa app. Tap on the payment, select "I need help with this payment," and follow the steps on your screen.

Direct Debits

Check the merchant's name carefully first – some companies use different names for transactions than they do publicly, so a quick online search of the name in your transaction history might reveal it's a company you intended to pay.

If you still don't recognise them, cancel the Direct Debit in the app, then make a fraud claim the same way as above.

Credit card payments

If you see a Zopa credit card payment you don't recognise, you'll need to contact us and we can investigate.

Bank transfers

If you think someone may have accessed your account, reset your passcode immediately – tap the profile icon in the top-left corner, select "Account & security," then "Change passcode."

Then check the recipient's name carefully. If the payment still doesn't look familiar, raise a claim with us: tap on the payment, select "I need help with this payment," and follow the steps on your screen. If we confirm it wasn't authorised by you, we'll make sure you receive a full refund.

Across all payment types, we're unable to dispute pending transactions.

Not quite your situation?

If you recognise the transaction but were tricked into making it, see I think I've been scammed, what should I do?

If you sent money to the wrong person by mistake, see I've transferred money to the wrong person, what should I do?