Unrecognised or Unauthorized Card Payment Charged to Your Account

If you notice a card payment on your statement that you don't immediately recognise, don't panic. Follow the steps below to secure your card, identify the source of the charge, and understand what to do next.

1. Immediate Security Steps

If you suspect your card details or physical card have been compromised:

1. Lock/Freeze Your Card Immediately:
   • Open the myTU app.
   • Go to the Cards section (swipe right on your home screen or select the card tab).
   • Toggle Lock Card (or Freeze). This immediately blocks any further transactions on that card.
2. Report Lost or Stolen Property:
   • If your physical card, wallet, or phone was lost or stolen, please report it to your local police department and keep a copy of the police report or reference number.
3. Contact myTU Support:
   • Reach out to us via the in-app chat or email us at support@mytu.co.

How to block your Card:

1. Go to your myTU app and swipe right to your card section.

2. Click on Lock card

2. Before Reporting: Common Scenarios & Unrecognised Merchants

Before filing an unauthorized payment claim, please review these common situations, as many "unrecognised" charges turn out to be legitimate transactions under different names or conditions.

A. Trading Names vs. Legal Company Names

Merchants often use a payment processing descriptor or parent company name that differs from their public brand or website name (for example, web services using aggregators or billing descriptors like cxhappyvoice*X or PAYPAL *MERCHANT).

• Tip: Search the exact name shown on your transaction statement on Google. You will often find the consumer brand associated with that descriptor.

B. Free Trials & Subscription Traps

Many online services (PDF converters, file compression tools, CV builders, tracking apps, streaming or fitness programs) offer €0.10, €0.50, or €1.00 short-term trials.

• How they work: Accepting the terms automatically enrolls you into a recurring monthly subscription (e.g., €49.90/month) if not cancelled within a few days.
• What you should do:
  1. Contact the merchant directly to cancel the subscription and request a refund under their terms.
  2. Keep screenshots or email records of your cancellation request — myTU support will need this proof if a formal chargeback dispute becomes necessary.

C. Shared Devices & Family Members

Check whether a family member, child, or partner who has access to your phone, device, or shared Apple Pay / Google Pay wallet made the purchase without your knowledge.

• In-app purchases, mobile gaming items, or digital subscriptions made by household members are considered authorized by card network rules.

D. 3D Secure (3DS) & Phishing Links

Did you recently click a link in an SMS or email (e.g., claiming a delivery package is delayed or a small postal fee is due) and enter your card details or approve a push notification?

• 3DS Verified Transactions: Payments confirmed with a one-time passcode (OTP) or biometrics in your myTU app are verified as authorized by you at the time of entry. If you suspect you entered your details on a phishing site, lock your card immediately and inform support.

4. How to Submit a Dispute / Report to myTU Support

If you have verified that the payment is truly unauthorized, or if a merchant refuses to refund a subscription trap despite your cancellation attempt:

1. Gather the payment details: date, exact amount, and merchant name.
2. Open a chat with myTU Support in the app or write to support@mytu.co.
3. Provide a brief explanation and any supporting evidence (such as a police report for stolen cards, or screenshot of your cancellation request to the merchant).
4. Our support team will guide you through the Visa chargeback and dispute process.

Important

Key Takeaway: Always lock your card in the app first to prevent further charges, check if the charge stems from a trial subscription or family member, and keep all communication with the merchant handy for our support team.