I don't recognise a card transaction or the merchant

If you don’t recognise a card transaction – this may have been an unauthorised transaction, so please freeze your card as soon as you can using the Kroo app, and contact our Customer Support team in-app for further assistance. 

I recognise the merchant but not the transaction

In the first instance, please contact the merchant directly to get further information about the charge and a refund (if this transaction is eligible).

If the merchant isn't able to help, please make sure to collect any correspondence with them, as well as any additional documents, and contact our Customer Support team via the Kroo app.