Ask a question

I don't recognise a transaction, what can I do?

Don’t recognise or noticed a suspicious payment?

We’re here to help. There can be a number of explanations for a transaction that you might not immediately recognise and we’ve added the most common ones here.

Could it be:

A company you know but may be trading under a different name

Some retailers use a different trading name to what they are normally known as.

Did you know that you can log onto your Online Banking and ask Cora for more information about a debit or credit transaction you don't recognise? Simply tell Cora you don't recognise a transaction and she will ask you to copy and paste the full name of the retailer from your account into the chat window.

Alternatively you can check our list of common retailers (opens in a new window) to help confirm if the transaction is genuine.

A joint account / secondary cardholder that has made the payment

If you've got a joint account or secondary cardholder, double check with them to see whether they know about the payment.

Your statement will show the last 4 digits of the card that was used to make the transaction.

A free trial that has expired e.g. Credit Expert or Amazon Prime

Some companies will automatically start taking the monthly fee from your account when the free trial period for their service ends. When you sign up for a free trial, put a reminder in your calendar to cancel it if you decide you don’t want to continue. Please contact the company first as this is often the easiest way to resolve any disputes. Further support on matters like this can be found here (opens in a new window).

A regular payment e.g. Netflix

A regular debit or credit card payment is not a direct debit or a standing order. It's a regular payment made from your card, like a subscription to a publication or a service, such as Netflix. Regular payments automatically carry over to new cards unless cancelled. Further support on Regular Payments can be found here (opens in a new window).

A pre authorisation e.g. Hotels

A common example of where a pre authorisation may occur is when you check into a hotel. They will take a pre-authorised amount from your available balance, which guarantees that there are funds to pay for any charges incurred during the hotel stay, such as the cost of room service or other amenities. At the end of your stay, once the balance is settled, the authorisation will be reversed back to you and full payment of your stay will be taken.

We are unable to cancel any transactions while they are pending, the retailer is the only one who can cancel it and return funds back to you at this time. In most cases you’ll be able to sort this out with the retailer, if you’re still having issues after the payment has fully debited your account (UK 3-5 working days, Europe 7-10 working days and International 10-14 working days), you can raise a dispute with the company by using our online dispute forms (opens in a new window).

If you still don’t recognise it, you can find more information about the options available to you on our Report Fraud Page (opens in a new window).