Dealing with suspicious transactions
When Airwallex detects a suspicious transaction on your card, we’ll automatically decline the payment and flag the transaction to you. In most cases, we’ll also freeze the card to prevent any further unauthorized charges.
The cardholder and card contacts on the card will be notified right away via push notification and email, and a message will appear on the card details page.
The cardholder or card admin should review the flagged transaction and follow the on-screen steps to either:
- Confirm the transaction as fraudulent, or
- Mark it as genuine if it was a valid purchase.
For company cards: Before confirming a transaction as fraudulent, check if one of the other card contacts may have made the purchase.
If the transaction is confirmed as fraudulent
We’ll immediately replace your card and issue a new one with a new card number, CVV, and expiry date to protect your funds.
If the transaction is confirmed as genuine
We’ll unfreeze your card right away. You can then continue using it as usual.
What to do if you don’t recognize a transaction
Step 1. Freeze your card
Freeze your card to prevent any further transactions being made on it.
Step 2. Investigate the transactions
Once your card has been frozen, there are a few things you can do to check if the transactions were fraudulent:
- Ask your team - check if they were made by someone who may be authorised to use the card
- Research the business - find out if the business could be trading under a different name. You can check by Googling the name, doing an ABN search (for AUS) or a Companies house search (for UK)
Step 3. Raise a dispute
If you suspect that the transaction is fraudulent, the next step is to raise a dispute.
You can do this by filling in the form below, and our Risk team will get back to you within 1 working day.
How to get in touch with us:
If you need help with anything, please get in touch with our customer support team, select ‘Fraud, Lost or Stolen Card’, and fill in the necessary fields. A member of our team will get back to you within one hour.