Articles on: 💳 Using Your Card

How can I dispute a transaction and request a chargeback?

You can raise a dispute and initiate a chargeback from Visa if you believe a transaction is incorrect, unauthorized, or the result of fraud.


You can dispute one transaction free of charge every 12 months. For every subsequent dispute within 12 months, a $25 fee will apply. This dispute fee is levied by our issuing bank and we're unfortunately unable to subsidise multiple charges for every user.


Once submitted, a dispute typically takes 30 – 90 days to complete and the outcome is outside of Halocard's control.


Step 1: Check the charge


Before requesting a chargeback, review the transaction carefully:


  • Merchant looks unfamiliar? Charges are often billed under a parent company or payment processor.
  • A recent subscriptions or free trial? Renewals and trial conversions are the most common cause of unexpected charges.
  • Date or amount looks different? Transactions can settle later than expected or vary slightly due to currency conversion.
  • Was the card shared? Check with anyone who may have had access to the card.


Step 2: When you can request a chargeback


If the charge still doesn’t look right, you may be eligible to request a chargeback if:


  • You didn’t authorise the charge
  • You still don't recognise the merchant after checking
  • You believe the card details were compromised
  • The charge has completed (and is not 'pending')
  • You haven’t already received a refund
  • You’ve tried to resolve the issue with the merchant


Step 3: How to request a chargeback


We'll raise a dispute on your behalf. Please contact Halocard support and include the following details in a single message:


  1. Transaction ID (this can be found by clicking on the transaction)
  2. Merchant name
  3. Amount
  4. A clear explanation of the issue
  5. Proof you attempted to resolve the issue with the merchant directly (we can process a dispute without this)
  6. Any other supporting evidence (i.e. Screenshot of emails, order or refund confirmations with the merchant)


Responsible use of disputes


Repeatedly disputing valid transactions, or raising disputes that do not follow card-network rules, may be treated as chargeback misuse by card networks or issuing partners. In these cases, account restrictions or suspension may apply. Only dispute transactions you genuinely believe are incorrect, unauthorized, or fraudulent to avoid interruptions to your Halocard account.

Updated on: 20/07/2026