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Help! I don’t recognize a transaction on my account
Help! I don’t recognize a transaction on my account

If you don’t recognize a transaction on your North One Account, freeze your North One Mastercard® Small Business Debit Card then reach out.

Brandon avatar
Written by Brandon
Updated yesterday

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

To do so in-app:

  1. Click the menu button in the upper left hand corner of the screen

  2. Select Cards

  3. Select Physical Card

  4. Scroll down to Freeze Card

  5. Confirm by clicking Freeze Card once more

  6. Repeat the same steps on your Virtual Card if needed

To do so online:

  1. Click on Cards in the left side menu

  2. Select Physical Card

  3. Scroll down to Freeze Card

  4. Confirm by clicking Freeze Card once more

  5. Repeat with the Virtual Card if needed

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 North One 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 North One Account typically are resolved in 90 days, but in some cases, they can go longer than this timeline. 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.

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

*The North One 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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