If you see a deposit in your account that you don't recognize, it's important to check a few things before making a claim. In many cases, it could be a misunderstanding, a duplicate payment, or a transaction made by someone with access to the payment method.
What should I check first?
Before contacting us, we recommend verifying the following:
Check the Transaction History from My Account > Transaction History.
Confirm if you tried to make a deposit and it was processed more than once or partially.
Make sure that no one else has access to your account or your device.
Check if someone with access to the payment method (for example, a shared card or wallet) could have made the deposit.
What to do if you really did not make the deposit?
If after reviewing the above you still do not recognize the transaction:
Keep the receipt or evidence of the charge shown on your bank statement.
Make sure the amount has not been automatically refunded.
Contact us as soon as possible through the chat button available at the bottom of this page so we can review the transaction.
If it is confirmed that it is an unauthorized charge, we will guide you through the necessary steps to resolve the situation.
Additional security
If you suspect someone may have accessed your account:
Change your password immediately.
Enable additional verification, if available.
Avoid sharing devices or payment methods without control.