Here are some guidelines to help you.
1) Please lock the affected card immediately to prevent any further transactions via the Atome App > "Atome Card" > "View CVV & Settings" > “Lock” and request card replacement where required. If you do not have access to Atome app, please contact us to help right away.
2) These are some common scenarios that are often mistaken for unauthorized charges:
a) Family and friends: Check if any of your family members or friends who have access to your card or account had made a purchase.
b) Canceled orders: If you have cancelled an order recently, the transaction may still appear as a pending charge for the time being. It will disappear after a short period of time once the cancellation is completely processed.
c) Duplicate charges: If the same purchase appears twice, please check whether either transaction is still pending. A pending transaction may be a temporary authorisation and does not necessarily mean you have been charged twice. If both charges have been completed, please contact the merchant to request a refund for the duplicate charge.
d) Subscriptions and recurring payments: An unfamiliar charge may relate to an automatic subscription renewal or a free trial that has ended. Please review your subscription details and free trial terms to check whether these explain the charge.
e) Recently added payment methods: When you add a new card as a payment method, you might see a pending charge of a small amount in your transactions. This is a temporary authorisation initiated by the merchant to verify that your card is valid. You will not be charged for this authorisation.
3) If you’ve confirmed that the transaction was not authorized, please contact customer service and our team will guide you through filing a formal dispute once the transaction has settled. As part of the investigation, we will let you know if any supporting documentation is required. Atome shall diligently endeavor to advise the final resolution of the reported dispute within 180 calendar days from the date Atome acknowledges request of the reported dispute, subject to the investigation and review required.
Note: If the dispute is proved to be invalid, the transaction will remain on your bill, along with the following applicable fees:
- Visa charges (filing fee, administrative fee, etc.)
- Corresponding finance charge and late payment fee