If you notice a fraudulent or unauthorised transaction on your Weel card, get in touch straight away so we can secure the card and start your dispute.
Before you start
- Most transactions are covered under Visa's Zero Liability Policy, though some exclusions apply, including ATM transactions and certain commercial card transactions.
- Contactless (Tap & Pay) payments made from a device your card is provisioned on, and transactions verified via 3D Secure/One Time Password (OTP), can't be disputed as fraudulent even if unrecognised. We'll let you know if either applies to your case.
Steps
1. Notify your Weel administrator
- Share details of the suspicious transaction with your organisation's Weel admin as soon as possible.
- The admin reviews the transaction and takes the next steps to secure the card and manage the dispute.
2. Freeze or replace the card
- Open the Weel web app or Weel mobile app.
- Go to Cards and select the affected card.
- Click the ellipsis icon next to the card.
- Choose Freeze card to pause spending temporarily (spending resumes as soon as it's unfrozen), or Issue replacement to cancel the compromised card and issue a new one, physical or virtual, in a single action.
- Freezing or replacing a card is admin only. A cardholder who isn't an admin should contact one to do this.
3. Review recent transactions
- Go to Transactions in Weel.
- Check the card's recent activity for any other unauthorised charges.
4. Raise a dispute with Weel
- Disputes aren't submitted through a self-service form. Contact Weel via in-app messaging or by emailing help@letsweel.com to raise a dispute for each unauthorised transaction.
- If the transaction looks fraudulent or unrecognised, Weel replaces the card immediately as a security precaution, unless it's already been replaced in Step 2. Re-add a replaced card to Apple Pay or Google Pay manually.
- Confirm your details on file (the email or mobile number on the card, the last four digits, and which transactions you're disputing), then complete a short, signed dispute form.
- Weel lodges the dispute with the card provider on your behalf, following standard Visa dispute rules.
5. Replace the card, if not already done
- If the card hasn't been replaced in Step 2 or as part of raising the dispute, and it's confirmed as compromised, use Issue replacement from the card's ellipsis menu. This cancels the old card and issues a new physical or virtual card in one action, so there's no separate cancel step.
- To cancel a card permanently with no replacement, use Permanently revoke card from the same menu instead.
What happens next
- The dispute is investigated under Visa's fraud and chargeback rules, via the card provider.
- Raise your dispute within 90 days of the transaction date. Once lodged, resolution typically takes 45 to 90 days, though it can take longer, for example if the merchant contests the claim.
- If the transaction is confirmed as unauthorised, funds are generally credited back to your account within 1 to 3 business days of that outcome.
- Your replacement card works immediately if virtual, or once the physical card arrives.
- Keep monitoring your transactions for further suspicious activity.