If you notice a transaction you don’t recognise, please follow these steps before contacting us:

1. Freeze Your Card

To prevent anyone from using your card in case the payment is fraudulent, freeze your card immediately:

1. 1. Open the Kroo app and head to the ‘Home’ tab.
   2. Tap the card icon in the top right corner of the screen.
   3. Tap the ‘Freeze card’ slider to block your card.

If your card is lost, stolen or if you think your card details have been compromised, please refer to this article or contact our Customer Support team directly.

2. Review the transaction details in-app:

Check the transaction details carefully to see if anything looks familiar, look at the merchant, location, date, and time of the payment. Things to consider:

Have you used this merchant in the past, is this a recurring or trial subscription?

Some subscriptions renew automatically after a free trial period or a set time frame. To help with resolution, check if the transaction appears on your account with the merchant or if you have received any communication from the merchant. 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 us via the Kroo in-app chat or at help@kroo.com.

If it is a subscription or recurring payment:
The quickest way to resolve this is by contacting the merchant directly to cancel the charge and request a refund. You can also log into your account with the merchant to cancel the service or close the account.

Have you recently entered your Kroo card details on any new websites, through links received via email or text, or signed up for online free trials, entered competitions, applied for loans, or checked your credit score with new providers?

If so, you may have accidentally signed up for a service. We recommend checking if you’ve received any communication from the merchant and/or contacting them to resolve the issue and secure your account.

Could it be someone you know? Or have you recently shared your card details with a friend or family member?

Double-check any agreements or recent conversations where you might have given someone permission to use your card for a purchase or ask the person involved to confirm the payment.

Have you made a recent online or in-store purchase from this merchant?

Look at the date and time of the transaction and match it with your recent purchases as sometimes online payments can appear on your statement a few days after the transaction. If it’s unclear, contact the merchant directly for more information about the payment.

Is this charge associated with an online marketplace (e.g., eBay, Amazon, Facebook)?

Check if you have made any purchases via online platforms or marketplaces. Payments for third-party merchants or platforms can sometimes show up as unfamiliar names or codes.

3. Report the payment:

If you still don’t recognise the transaction, let us know so we can help investigate:

1. Go to the 'Home' tab in your Kroo app and find the unrecognised transaction in question.
2. Tap on the transaction, then tap the 'Issue with this transaction' prompt in the 'Get Help' section.
3. Select the ‘I didn’t make this transaction, it might be fraudulent’ option – you’ll be prompted to raise a chat with our Support team directly.

To help us resolve the issue quickly, please answer all the questions in the chat with as much detail as possible. Once we have the information, a Support Team member will review the details and contact you through the same chat.

Your card should automatically be frozen after following the steps above, but please double-check to ensure it's blocked. We also recommend changing your password where possible for added security.