If you see a transaction that you do not recognise, first check whether it may be a legitimate charge before taking further action.
Before contacting us
Please review the following:
1. Confirm you still have your card and account access
Check that:
Your Viva.com debit card is in your possession.
Your Viva.com account credentials remain secure and accessible.
2. Check the merchant name
The merchant name shown on your account may differ from the business name you know. Some businesses use a different trading name when processing payments.
3. Review the transaction date
The transaction date shown on your account is the date the payment was processed. You may have made the purchase before the date displayed.
4. Compare the transaction with your receipt
Review any receipts or purchase confirmations you have and compare:
The merchant name
The transaction amount
The transaction date
5. Check the merchant location
The location shown for a transaction may refer to the merchant's headquarters or processing location rather than the location where the purchase was made.
6. Confirm whether someone you know used the card
Check whether the transaction may have been made by a family member or another authorised person who had access to the card.
7. Check for Viva.com account charges
Some charges on your account may be related to Viva.com services, including:
Your subscription plan
POS terminal usage
Monthly physical card fees
Active unlimited incoming transfers service
You can review the applicable charges in our detailed pricing list here.
Still cannot identify the transaction?
If you have completed all of the checks above and still do not recognise the transaction, our team is here to support you. Please contact us via the Chat with us option in your Viva.com account. We also recommend cancelling your Viva.com debit card immediately.