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 → - Get a replacement card
- If you're a Spender or Manager, submit a spend request for a new card.
- 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!