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Krak card disputes and unauthorized transactions
Last updated: Nov 18, 2025
We understand how stressful unexpected transactions or having an issue with a purchase can be. If this happens, you can file a dispute directly in the Krak app. Please familiarise yourself with our terms of service on disputes and unauthorised transactions.
Common reasons to dispute a transaction:
- •
You didn’t authorise the purchase.
- •
You were charged the wrong amount.
- •
There was a problem with the goods or services you received.
Before you file a dispute
Please check the following first, as these may explain the charge:
- •
Is the merchant name different from the one you saw at checkout?
- •
Does the time, date, or location match something you may have forgotten?
- •
Could it be part of a subscription, fee, or tip?
If any of these apply, a dispute may not be possible and resolving it could take longer.
How to file a dispute:
- 1
Open the transaction details page in the Krak app.
- 2
Tap the question mark in the top-right corner, or select Get help with this transaction at the bottom.
- 3
If you still don’t recognize the charge, tap File a dispute which will return a form for you to fill out the details.
- 4
Once submitted, you’ll receive an email confirmation that your dispute is under investigation.
- 5
You’ll also find the details in your Krak app Inbox.
- 6
Investigations may take 45–60 days, though many are resolved much sooner. You’ll get an email notification (linked to your Inbox) whenever there’s an update.
