Most transactions you don't recognise can be identified from the merchant, amount, and receipt details already saved on them, before you need to contact us.
1. Open the transaction's details.
On the web app, go to Transactions and click the transaction. In the Weel app, open it from your transaction list. Check what's shown:
- Merchant and description. The heading is the merchant name Weel has on file. The line underneath is the raw description your card network sent at the time of purchase, typically the merchant's trading name plus its city and country (for example, "Bunnings Sydney AU"). It can differ from the merchant's consumer-facing brand name, and it's often the clearest clue if a transaction looks unfamiliar.
- Amount, date, time, and cardholder.
- Currency and, for a foreign purchase, the conversion detail: the original amount, the exchange rate, and any FX fee applied.
- Category. Weel assigns this automatically based on the merchant, and it's a useful hint even before you recall the purchase itself.
2. Check whether a receipt is attached.
If one's already attached, whether by you, a delegate, or automatically, open it from the same details view (click through if there's more than one). Comparing the receipt to the transaction is usually the fastest way to confirm what a charge was. Weel also runs an automatic check on attached receipts and flags the specific mismatch (merchant, amount, currency, or similar) if one doesn't line up. See Understanding AI Receipt Validation.
3. Don't rely on an AI-generated description alone.
If your team has AI Auto-Complete Descriptions turned on, Weel suggests or fills in a short description based on your team's past spending with the same merchant and budget. It's built to save time on routine, recognised spend, so it deliberately skips item-level detail and won't help identify a transaction you don't recognise. Review it carefully before you submit the expense. See Understanding AI Auto-Complete Descriptions.
4. Still can't find the transaction? Search or filter for it.
On the web app, use the search bar above the Transactions table, or the Filter menu, to narrow results by merchant or description text, amount, date, person, category, or status. This is currently a web-only feature. If you're on mobile and having trouble locating a transaction, use the web app's Transactions page instead.
5. Rule out these two common look-alikes.
- Still Pending. A Pending transaction is an authorisation hold, not the final charge. The amount can differ slightly from what eventually clears, and it can take time to settle. See Understanding Pending Transactions.
- Looks like a duplicate. What looks like two charges for the same purchase is usually a pending-and-cleared pair temporarily showing together, or a merchant terminal quirk, not an actual double charge. Weel doesn't flag duplicates automatically, so compare the two entries' status, amount, and timing instead. See Understanding Duplicate Transactions on Your Weel Card.
6. Still can't place it? Contact us.
Get in touch via in-app messaging or email help@letsweel.com to raise a dispute. There's no self-service dispute button. We'll confirm your details and lodge the dispute with our card provider on your behalf. If the transaction looks fraudulent or unauthorised, we'll also replace your card as a security precaution.
See How to handle a fraudulent or unauthorised transaction on your Weel card for the full process and timing.
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