I don't recognise a card transaction.
If you notice a card transaction that you didn’t make, please contact us as soon as possible by following the steps below:
- Go to the 'Home' tab in your Kroo app and find the unrecognised transaction in question.
- Tap on the transaction, then tap the 'Issue with this transaction' prompt in the 'Get Help' section.
- Select the ‘I didn’t make this transaction, it may be fraudulent’ option and follow the on-screen instructions. An automated chat will gather additional information relevant to your case to help us assist you more efficiently.
Please answer all questions and provide necessary evidence in order to expedite the process. Once we receive all the information we need, a customer support specialist will contact you within 2 business days.
Your card should be automatically frozen if you follow the above instructions, but we recommend you check if that was the case and change your password where possible.
I recognise the merchant but not the transaction.
Firstly, please contact the merchant directly to get further information about the charge and a refund (if this transaction is eligible). Please note that we won’t be able to raise a retail dispute on your behalf without allowing at least 15 days for you to attempt to resolve this directly with the merchant.
If the merchant isn't able to help, please make sure to collect evidence of your attempt of resolving this directly with the merchant, including any correspondence with them, as well as any additional documents. Once done, contact our Customer Support team via following the steps below:
- Go to the 'Home' tab in your Kroo app and find the transaction in question.
- Tap on the transaction, then tap the 'Issue with this transaction' prompt in the 'Get Help' section.
- Select the ‘I recognise this transaction, but I have an issue with it’ reason for your request and follow the on-screen instructions.
An automated chat will gather additional information relevant to your case to help us assist you more efficiently. Please answer all questions and provide necessary evidence in order to expedite the process.
Once we receive all the information we need, a customer support specialist will contact you within 2 business days.