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:
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Lock your card immediately
This will prevent any new transactions from being authorized.
How to lock your card →
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File a dispute
Submit a dispute for the suspicious transaction.
How to file a dispute →
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Do not unlock your card
Unlocking the card after suspicious activity may expose it to more unauthorized use and can invalidate your dispute claim.
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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.
- 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:
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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.
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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.
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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.
What if I need my card for other transactions?
All Float cards that have been used fraudulently must be locked, and subsequently cancelled following the dispute filing. This is to ensure that all necessary precautions have been taken to prevent another misuse of the card.
Failure to lock and/or cancel the card will likely result in the invalidity of the dispute.
More information can be found here: Validity of Disputes: Understanding What Constitutes an Invalid Dispute
In the interim, creating a virtual card is a quick way to process any necessary transactions. Should your physical card have been compromised, we suggest creating a virtual card and keeping it active temporarily while you wait for your replacement physical card to be delivered. Virtual cards are available for use as soon as they have been approved.
For Spenders: Spend Requests for New Cards or Limits
For Administrators: Creating Float Cards as an Administrator (Virtual & Physical)
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!