How do I dispute a transaction

If you believe a charge on your ToonPay card is wrong — you didn’t make it, you were charged twice, the amount is incorrect, or a merchant didn’t deliver what you paid for — you can file a dispute.

Before you start

• Try the merchant first, if you can. Many issues (wrong amount, undelivered order) are resolved faster directly with the merchant than through a formal dispute.
• Have your details ready: the merchant name as it appears on your statement, the amount, the date, and a screenshot of the transaction from the app.
• Act within 60 days. ToonPay card disputes must be reported within 60 days of the charge appearing on your statement. After that, the charge usually can’t be reversed.

How to file

1. Take a screenshot of the transaction in the app (amount, merchant, date).
2. Fill out the ToonPay dispute form.
3. Select the reason that matches your situation and add any supporting details or attachments.
4. Submit — you’ll get a confirmation, and our team will follow up if anything else is needed.

If the issue is unauthorized use of your card, also freeze your card first — see I see transactions I didn’t make.

Need help?

If you’re not sure whether your situation qualifies as a dispute, contact ToonPay support on Telegram before submitting.