If you see an unauthorized card transaction, freeze the card right away, submit a dispute in Relay, and let Visa investigate. Investigations can take up to 90 days.
What should I do first?
Freeze the card as soon as you spot an unauthorized transaction. This blocks any further charges while you investigate. Open the card in the Relay app or web dashboard, then select Freeze. If the card looks permanently compromised, terminate it instead so you can order a new one.
How do I dispute an unauthorized card transaction?
Submit the dispute directly from the transaction in Relay:
Open the transaction in Relay
Scroll within the transaction popup
Select Dispute Transaction
Follow the prompts to submit your dispute
If you can't submit the dispute in Relay, or if you no longer have your full card number, call Visa at 1 (833) 852-1519. Have the last four digits of the affected card ready.
Which transactions can I dispute?
Only settled transactions qualify for a dispute. Pending transactions can't be disputed yet. Wait for the transaction to settle, then submit the dispute.
How long does a Relay card dispute take?
Visa handles the investigation and can take up to 90 days to reach a decision. You'll receive an email once Visa has reviewed the case and issued a decision.
Will I get my money back while Visa investigates?
Eligible transactions may receive a provisional credit within five business days of submitting the dispute. Provisional credits aren't guaranteed. Visa decides eligibility on a case-by-case basis.
When should I call Visa directly?
Call Visa at 1 (833) 852-1519 in these situations:
You can't access the Relay app or web dashboard to submit the dispute
You no longer have the full card number
You need to speak with Visa about a decision Visa has already made
Have the last four digits of the affected card ready when you call.
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