If you see a charge on your Float card that doesn’t look right, there are two different paths you can take depending on the type of transaction:
- Suspicious or unknown charge: You don’t recognize the vendor at all and believe your card may be compromised
- Incorrect charge from a known vendor: You know the vendor, but the charge seems wrong or was not expected
Here’s what to do in each case.
If you suspect fraud or see a charge from an unknown vendor
Take action right away to prevent further misuse. If the transaction is completely unfamiliar and you suspect someone else has accessed your card:
Pause your card immediately
This will prevent any new transactions from being authorized.
How to pause your card →
File a dispute
Submit a dispute for the suspicious transaction.
How to file a dispute →
Do not unpause your card
Unpausing the card after suspicious activity may expose it to more unauthorized use and can invalidate your dispute claim.
Cancel the compromised card
Ask an Administrator to cancel the card to fully deactivate it.
How to cancel a card →
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Request a new card
If you're a Spender or Manager, submit a spend request for a new card.
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If you're an Administrator, you can create a new card directly:
Need more detail?
Check out how the dispute resolution process works and what counts as a valid dispute.
If the charge is wrong, but the vendor is familiar
If the charge is from a vendor you recognize but seems inaccurate—for example, the wrong amount or a double charge—follow these steps:
Contact the merchant first
Float and Visa require that you make a good-faith attempt to resolve the issue with the vendor. This is often the fastest way to fix it.
Keep a record of your outreach
Save any emails, chat logs, or call details showing your efforts to get the charge reversed. These may be required if you move forward with a dispute.
If unresolved, file a dispute
If the merchant doesn't respond or resolve the issue, you can then submit a dispute. Make sure to include your communication history.
Still not sure what to do?
If you’re not sure whether a charge is fraudulent or just a mistake, talk to your Administrator or reach out to support@floatfinancial.com. We’re here to help!