I do not recognise a charge in my card. What should I do?

If you see a transaction that you do not recognise, first check whether it may be a legitimate charge before taking further action.

#Before contacting us

Please review the following:

#1. Confirm you still have your card and account access

Check that:

• Your Viva.com debit card is in your possession.

• Your Viva.com account credentials remain secure and accessible.

#2. Check the merchant name

The merchant name shown on your account may differ from the business name you know. Some businesses use a different trading name when processing payments.

#3. Review the transaction date

The transaction date shown on your account is the date the payment was processed. You may have made the purchase before the date displayed.

#4. Compare the transaction with your receipt

Review any receipts or purchase confirmations you have and compare:

• The merchant name

• The transaction amount

• The transaction date

#5. Check the merchant location

The location shown for a transaction may refer to the merchant's headquarters or processing location rather than the location where the purchase was made.

#6. Confirm whether someone you know used the card

Check whether the transaction may have been made by a family member or another authorised person who had access to the card.

#7. Check for Viva.com account charges

Some charges on your account may be related to Viva.com services, including:

• Your subscription plan

• POS terminal usage

• Monthly physical card fees

• Active unlimited incoming transfers service

You can review the applicable charges in our detailed pricing list here.

#Still cannot identify the transaction?

If you have completed all of the checks above and still do not recognise the transaction, our team is here to support you. Please contact us via the Chat with us option in your Viva.com account. We also recommend cancelling your Viva.com debit card immediately.