If you encounter unrecognized, unauthorized, or fraudulent charges on your Expensify Visa® Commercial Card, you can dispute them. This guide also covers disputes related to service issues, such as damaged merchandise or incorrect transaction amounts.

Types of Disputable Transactions

Fraudulent or Unauthorized Charges

• Charges made after your card was lost or stolen.
• Unauthorized charges while your card is in your possession.
• Continued charges for a canceled subscription.

Service Disputes

• Damaged or defective merchandise.
• Non-received merchandise.
• Duplicate charges for the same transaction.
• Transactions with incorrect amounts.
• Refunds not received after a return.

Steps to Report Fraudulent Transaction Activity

1. Deactivate Your Card Immediately

If you suspect fraud, deactivate your card to prevent further unauthorized charges:

On Desktop:

1. Click your profile image in the bottom-left menu.
2. Select Wallet from the left menu.
3. Choose your Expensify Card.
4. Click Report card fraud.
5. Follow the prompts to deactivate your card and request a replacement.

On Mobile:

1. Tap your profile image in the bottom menu.
2. Tap Wallet.
3. Select your Expensify Card.
4. Tap Report card fraud.
5. Follow the prompts to deactivate your card and request a replacement.

2. Contact Expensify

• After deactivating your card, contact Expensify Concierge to report the fraudulent transaction:
  • Expensify Chat: Open your Expensify Chat inbox and message Concierge.
  • Email: Send details to concierge@expensify.com.
• Provide the following information:
  • Details of the fraudulent charge (e.g., date, amount, merchant name).
  • Any supporting documentation.

3. Enable Two-Factor Authentication (2FA)

• If you haven’t already, strengthen your account’s security by enabling 2FA.

Steps to Report a Service Dispute

Contact the Merchant

• Most service-related issues can be resolved directly with the merchant. This is the quickest way to address disputes.

Contact Expensify

• If the issue isn’t resolved with the merchant, contact Expensify Concierge to start the dispute process:
  • Expensify Chat: Open your Expensify Chat inbox and message Concierge.
  • Email: Send your dispute details to concierge@expensify.com.
• Provide the following:
  • Details of the disputed charge (e.g., reason, steps taken).
  • Supporting documentation (e.g., receipts, cancellation confirmations).