Overview
If you see a charge in your Payova account that you did not make, it may be the result of fraud, account misuse, or card issuer error. Unauthorized transactions must be addressed immediately to protect your account and comply with banking and card network rules.
Payova provides fraud protection through our Fraud Shield system, but you also play a critical role in keeping your account secure.
Step-by-Step: Responding to Unauthorized Transactions
Stop further activity
Do not attempt additional transactions until the issue is reviewed.
Check your account activity
Log in to your Payova Wallet and confirm the transaction details (date, amount, merchant).
Secure your account
Immediately change your Payova password and PIN.
Enable biometric login or two-factor authentication if not already active.
Contact your bank or card issuer
Call the number on the back of your card to alert them.
Issuers may freeze or replace your card to prevent additional unauthorized charges.
Report to Payova Support
Email [email protected] with:
Your registered email address
Transaction date, amount, and description
Any error messages or alerts received
Payova will investigate and coordinate with our banking and card network partners.
Monitor for updates
Keep checking your Payova Wallet and bank statements.
Payova Support will update you on next steps, which may include dispute filings or account restrictions to prevent further misuse.
Policies & Restrictions
✅ Allowed
Reporting any transaction you believe was unauthorized.
Requesting account review and temporary holds for security.
Cooperating with Payova and your card issuer during investigations.
❌ Prohibited
Using another person’s card or account without permission.
Failing to report suspected fraud in a timely manner.
Sharing your login credentials or one-time verification codes.
Issuer Cautions
Some issuers (e.g., Amex, Chase, Citi) may classify Payova transactions as “cash-like.” Unusual or repetitive activity can trigger fraud reviews.
If your issuer flags activity, resolution may require their direct approval or replacement of your card.
Security & Compliance
User Responsibilities
Keep your Payova login, PIN, and one-time verification codes private.
Review your account regularly for suspicious activity.
Report unauthorized transactions immediately.
Payova Practices
Transactions are encrypted and monitored for unusual activity.
Fraud Shield alerts protect against known scam patterns and social engineering.
Payova coordinates directly with issuers and networks to resolve disputes in line with regulatory standards.
Compliance Statement
All unauthorized transaction reports are handled in line with Payova’s Terms of Service, User Agreement, and Privacy Policy.
Payova may require identity verification, transaction evidence, or temporary restrictions to comply with law and security standards.
Need Help Now?
Email us at [email protected] with your registered details. Please include the unauthorized transaction information so our team can assist immediately.