How do I dispute a purchase or report a transaction I don’t recognize on my Upgrade Card?

If you identify a charge or charges on your recent transactions that you don't recognize, you should review the following pieces of information to confirm if the transaction was authorized by you: 

Company Name

• The company name may not always be displayed the same on your transaction history. Some companies may have a parent company name or use third party processors such as Square or Toast. Try focusing on the transaction amount to determine if you made any recent purchases or do a simple web search. 
• Example: You buy Groceries at FoodPLUS Market for around $100. You don’t see any transactions for FoodPlus Market, but the unrecognized transaction from NW Grocers LLC is also for around $100. After searching ‘NW Grocers LLC’ on the web, you find that they are the parent company for FoodPlus Market. 

Location

• Sometimes companies will use their headquarters as their billing address. 
• Example: You used a ride service in New York City, but the charge came through as ‘Ride Service San Francisco’. 

Household

• Has any member of your household had access to your card or added the card information to a third party service such as Paypal/Venmo?
• Are the charges similar to charges one would make in your household?
• Example: Your child has a game system and the charge is for that system.

Digital 

• Review the charge and attempt to determine if you made any recent purchases using your mobile wallet, in game purchases, or other digital subscriptions. 

If you are still unsure or know you did not authorize the transaction, you should notify us immediately to prevent any future unauthorized activity.  To initiate your dispute, log in to your Upgrade Card account and follow the below steps: 

1. Select View Activity 
2. Locate and click on the transaction in question
3. Select Dispute This Charge 

Once the dispute has been submitted, our team will be in touch regarding next steps. 

Customers wishing to dispute multiple transactions may prefer to call us at [phone] Monday through Friday, 5am - 6pm Pacific Time, or Saturday - Sunday, 6am - 5pm Pacific time.