Overview
If you spot a charge on your Loop Account or Loop Global Visa Credit Card that you don't recognize or didn't authorize, it's important to act quickly. Loop takes unauthorized transactions seriously, and our team is here to help you secure your account and resolve the issue.
In this article, you'll learn how to report a disputed or unauthorized transaction, what information to provide, and what to expect during the resolution process.
Steps to Report a Dispute
Secure your card immediately
If you suspect unauthorized activity, freeze or suspend the affected card right away. Go to Cards → View Cards, select the card, and click Freeze Card to stop further transactions.
Contact Loop Support
Reach out to our team as soon as possible through In-app chat by clicking the Help icon in the bottom-right corner of your Loop Dashboard.
Provide transaction details
To help us investigate quickly, include the following:
The transaction date and amount
The merchant name (as it appears in your transaction history)
A brief description of why you're disputing the charge (e.g., "I don't recognize this merchant" or "I didn't authorize this transaction")
Any supporting documentation — such as cancellation confirmations, correspondence with the merchant, or screenshots
Wait for confirmation
Our team will acknowledge your dispute and begin the investigation. You'll receive updates as the case progresses.
What to Expect: Dispute Timeline
Stage | Typical Timeline |
Initial acknowledgment | Within 1 business day |
Investigation and resolution (simple cases) | 5–7 business days |
Complex or escalated disputes | Up to 45–60 business days |
Note: You must report a dispute within 60 days of the transaction date. Transactions outside the 60 day timeline are not eligible to be disputed.
Tips to Protect Your Account
Review your transactions regularly in your Loop Dashboard
Enable transaction notifications so you're alerted to every charge in real time
Never share your card details, PIN, or login credentials with anyone
If you receive a suspicious email or message claiming to be from Loop, do not click any links — contact Loop Support directly to verify
FAQs
Will I get my money back? If the dispute is resolved in your favour, the transaction amount will be credited back to your account. The timeline depends on the complexity of the case and the card network's investigation.
Can I dispute a charge I made but am unhappy with? Disputes are typically for unauthorized or incorrect charges. If you're unhappy with a purchase, we recommend contacting the merchant directly first. If the merchant doesn't resolve it, Loop Support can advise on next steps.
What if the fraudulent charges keep coming? Freeze or permanently suspend the affected card immediately and contact Loop Support. We'll ensure no further charges can be processed and help you issue a replacement card.
Is there a deadline to file a dispute? Yes — disputes must be reported within 90 days of the transaction date. Report any suspicious activity as soon as you notice it.