If you spot a transaction on your Relay Visa® Credit Card that you don't recognize or shouldn't have been charged, you can file a dispute directly in the Relay app or by calling Visa.
What you need before you start
The transaction date and merchant name from your credit card activity
Your full Relay Visa® Credit Card number, or the last 4 digits if you're calling Visa
Confirmation the transaction has settled; pending transactions cannot be disputed
How do I submit a dispute?
You can submit a dispute in three steps, either through the Relay app or by calling Visa directly.
Freeze the credit card tied to the disputed transaction. Freezing isn't required before filing, but it's strongly recommended to prevent further unauthorized charges while your dispute is investigated.
Open the transaction in the Relay app, scroll to the bottom of the pop-up, and select Dispute Transaction. Follow the prompts to submit your dispute.
If you can't file in-app, call Visa at 1 (833) 852-1519. If you don't have your full card number, the Visa agent can accept the last 4 digits.
How long does the investigation take?
Investigations can take up to 90 days from the date you file the dispute. Visa handles the investigation directly, and the timeline depends on the merchant's response and the complexity of the case. You'll be notified through Relay when the investigation closes.
Will I get a provisional credit?
Provisional credit is applied to eligible dispute cases within 5 business days of filing. Provisional credit is temporary; it can be reversed if the investigation determines the transaction was valid. Eligibility is determined at the time of filing, so not every dispute qualifies for the credit.
Do I need to freeze or terminate my card before filing?
Freezing isn't required before filing, but it's strongly recommended to stop further charges while the dispute is open. Termination becomes required only if you win the dispute: Visa policy requires the card associated with a successfully disputed transaction to be terminated, and you'll need to order a replacement.
Common issues
The transaction is still pending. Only settled transactions can be disputed. Wait for the transaction to settle, which typically takes 1 to 3 business days, then file.
The merchant name looks unfamiliar but the charge is real. Some merchants show a different name on card statements than their trade name. Search the merchant name before filing to avoid disputing a legitimate charge.
You already terminated the card. You can still file a dispute on a terminated card. Termination doesn't cancel your ability to dispute past transactions.
You lost access to your full card number. Call Visa at 1 (833) 852-1519 with the last 4 digits and the agent can locate the transaction.
Related articles
What to do if your Relay Visa Credit Card has been lost or stolen
What should I do if I see unauthorized card transactions in my Relay account?
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