How to report an unknown transaction in your banking app
Perhaps you were looking through your banking app and found a payment you do not recognise. That can feel unsettling. But do not worry — this guide will show you, step by step, exactly how to report such a payment directly in the app. You cannot do anything wrong here. Every step can be cancelled, and you can always try again.
What is a "transaction" and what is a "statement"?
A transaction is a payment that leaves your account — for example when you pay by card at the supermarket, or when a bill is paid automatically. Every transaction is shown in the app as a single line. This list of all payments — both outgoing and incoming — is called your statement or transaction history. It shows you: when, how much, and to whom money has gone.
It is worth checking this list from time to time — for example once a week. That way you will quickly notice if a payment appears there that you did not make yourself.
Why does this matter?
Sometimes card details end up in the wrong hands — for example through online fraud. Then someone else can pay using your details without you noticing. The faster you report an unfamiliar transaction, the better your chances that the bank will refund the money to you.
Step by step: how to report an unknown transaction
- Open your bank's banking app on your phone.
- Log in the way you always do — with your PIN, fingerprint, or face recognition.
- Look for your account on the home screen.
- Tap your account once with your finger.
- Look for the section called "Transactions", "Statement", or "Account history".
- Tap that section to open the list of payments.
- Scroll slowly through the list from top to bottom.
- Tap once on the payment you do not recognise.
- A new screen opens with further details about that payment.
- Look on this screen for a button that says something like "Report transaction", "Dispute payment", or "I do not recognise this payment".
- Tap that button once.
- Write a short reason why the payment is unfamiliar to you — for example: "I did not make this payment."
- Finally, tap the "Send" or "Confirm" button.
You will usually receive a confirmation that your report has reached the bank. It is a good idea to take a photo of this confirmation on your phone, so you can find it again later.
Also call your bank
If you are unsure whether this is fraud, or if the payment is especially large, you should also call your bank by phone in addition to reporting it in the app. On the phone the bank can block your card immediately, so nobody can make further payments. Always use the phone number printed on the back of your bank card for this.
Beware of scammers pretending to be "the bank"
Right after an unknown transaction, scammers sometimes seize the opportunity. They call and say something like: "Good day, this is your bank. We have detected a suspicious payment on your account. For security, please tell us your PIN or the code we just sent you by text message." This is always a scam. A real bank never asks for your PIN or a code over the phone.
The one rule that always protects you: hang up. Then call your bank back yourself — but only using the number on your bank card, never a number the caller gave you.
What to do if something goes wrong
If you cannot find a button to report the payment in the app, that is not a problem. Not every app has this feature in the same place, and some banks do not offer it in the app at all. In that case, simply call your bank directly — using the number on your card — and describe the payment over the phone.
If you have an urgent suspicion of fraud — for example several unfamiliar transactions at once — do not wait. Call your bank immediately and have your card blocked. This costs you nothing and can be reversed later if it turns out to be a misunderstanding.
Never give your PIN, your password, or a text message code to anyone who calls you — even if that person claims to be "from the bank". Your bank will never ask you for this.
Summary
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