Quick answer
If there is a card payment you do not recognise, freeze your card in Pyre now and contact support with the transaction details.
For duplicate charges, incorrect amounts, merchant errors and missing refunds, check the transaction in your Pyre activity first. You usually need to contact the merchant before Pyre can raise a dispute.
I do not recognise a transaction
- Open the Pyre app.
- Go to the transaction in activity.
- If it is a card payment, freeze your card in Pyre now.
- Contact support with the transaction ID, merchant, amount, date and why you do not recognise it.
Do not send your full card number, CVV, password, bank login details, private key or seed phrase.
Duplicate transactions
Duplicate transactions can happen if a payment was made twice or if the merchant has a system issue.
Contact the merchant and ask them to refund the duplicate payment. We are unable to raise a dispute or act on your behalf until the merchant has had 30 days to resolve it.
If the merchant does not resolve it within 30 days, contact support with the transaction details and any merchant messages.
Refunds
Refund timing depends on the merchant, card network and provider process.
If the merchant has confirmed a refund but it has not appeared after the expected timing shown by the merchant, contact support with the merchant confirmation and transaction details.
What we may ask for
For card disputes, unauthorised transactions or provider-side payment issues, we may ask for transaction details, screenshots, merchant communication and the reason for the dispute.