Oh no! If you don’t recognize a transaction on your account, you should first freeze your NorthOne Mastercard® Small Business Debit Card*.

To do so in-app:

  1. Log in to your NorthOne Account on the app

  2. Click Cards at the bottom right

  3. Click Physical

  4. Toggle the Freeze card switch over & click Freeze card

  5. Repeat with the Virtual Card

To do so online:

  1. Log in to your NorthOne Account online

  2. Click Cards at the top left

  3. Under Physical debit card, click Freeze Card

  4. Confirm by clicking Freeze Card

  5. Repeat with the Virtual Card

This will prevent new transactions from being processed onto your physical and virtual cards while our team looks into the transaction(s).

NOTE: it is possible that the merchant is able to charge the frozen NorthOne Mastercard® Debit Card if there is a pre-authorized charge and the card information was previously provided to them.

Next, reach out to our Customer Care team in-app or online to report the unauthorized activity. We cannot help with an unauthorized transaction by email. When reaching out, make sure to specify:

  • The date of the transaction(s)

  • The amount of the transaction(s)

  • The merchant(s) name(s)

If the transactions are determined to have been placed on your physical or virtual card, the corresponding card will be canceled immediately to prevent further unauthorized activity.

Our Customer Care team will work with you to determine if a dispute needs to be submitted. Disputed transactions on your NorthOne Account can take up to 90 days to be resolved. We are unable to provide provisional credits during the timeline of a dispute. Reaching out directly to the merchant may see your funds returned to you in the quickest manner.

NorthOne is a financial technology company, and not a bank. Banking services are provided by The Bancorp Bank, N.A; Member FDIC.

*The NorthOne Mastercard® Small Business Debit Card is issued by The Bancorp Bank, N.A., pursuant to license by Mastercard International Incorporated. Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. Card may be used everywhere Mastercard is accepted.

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