Disputes
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In this article
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In this article
Hoe do I file a dispute?#
If a transaction is still pending, wait until it posts before filing a dispute.
File a dispute in the OnePay app
To file a dispute:
Open the OnePay app.
Go to Profile > Help.
Select File a Dispute.
Follow the on-screen prompts and submit your dispute.
You can also call OnePay Support at 1 (855) 830-6200.
Complete the dispute form
When filing your dispute, you'll be asked to:
Select the account where the transaction occurred.
Indicate whether the transaction was made with a card or a bank transfer (ACH).
Yes: Card Transactions
No: Bank (ACH) Transactions
Choose the type of dispute:
I participated in this transaction, but there's a problem.
I didn't participate in this transaction and didn't authorize anyone else.
I had an issue while using my card at an ATM.
Answer questions based on your selection.
Review your information and submit your dispute.
Your dispute isn't submitted until you confirm it on the final screen.
Choosing the correct dispute option
If you participated in the transaction, select the issue that best matches what happened:
Charged more than once: You were charged multiple times or were charged after paying another way.
Example: A card payment did not go through, you paid using another method, and were still charged on your OnePay account.
Haven’t received merchandise or service: You paid but did not receive the item or service.
Cancelled or returned but no refund: You cancelled a transaction with a merchant or returned an item and are still waiting for a refund.
You may be asked if the merchant confirmed the refund:
Select Yes if you received a confirmation or receipt.
Select No if the merchant did not confirm or refused.
If a transaction was cancelled at the terminal but you were still charged, select Yes if it was voided.
Recurring transaction issue: You cancelled a subscription but were still charged.
Dissatisfied with merchandise or service: You received the item or service, but it did not meet expectations.
Charged the wrong amount: The amount charged does not match your receipt or agreement.
Select “I did not participate in this transaction” if you do not recognize the transaction, did not authorize it, and did not benefit from it. You may be asked to confirm:
You do not recognize the transaction.
You did not authorize anyone else to process the transaction.
Whether your card is lost, stolen, or still in your possession.
Select the ATM option if the issue happened during an ATM transaction, such as:
Cash was not dispensed.
You received less or more cash than expected.
Provide information about your dispute
You'll be asked to provide:
The reason for your dispute
The transaction date, amount, and merchant name
A description of what happened
Provide clear and consistent details across all answers. Include a timeline of events, such as when the transaction occurred and when you noticed the issue.
If multiple transactions have the same dispute reason, you can include them in one dispute. If the reasons are different, submit separate disputes. If reporting unauthorized transactions, include all related transactions together when possible.
You may also be asked to provide supporting documents, such as receipts, emails, invoices, screenshots, proof of a cancellation or return, or other relevant records. Providing complete and accurate information may help with the review of your dispute.
For ATM disputes, include details such as the amount requested, what happened during the transaction, and whether you received a receipt.
Transaction errors reported by phone or by mail within 60 days of the statement date may be eligible for certain regulatory protections. Refer to the Deposit Account Agreement for more information.
By submitting a dispute, you confirm that the information you provide is accurate and that you're an authorized signer on the account.
If you have a teen with a Builder Card, either you or your teen may file a dispute.
There is fraud on my account; what do I do?#
If you believe your account login credentials, PIN, OnePay Debit Card, Builder Card, or access code has been stolen, or you believe an electronic fund transfer was made without your permission, say "agent" in chat or call 1 (855) 830-6200 right away.
If you notice suspicious activity or unauthorized card transactions:
Request a replacement card in the OnePay app and indicate that your card was stolen.
File a dispute by going to Profile > Help > File a Dispute, or call 1 (855) 830-6200.
After you request a replacement card, we'll mail your new card within 7–10 days. You can track its status by tapping Track card on the Home tab in the OnePay app.
Your replacement card will have a new card number, expiration date, and security code. While you wait for your physical card to arrive, you can continue using your temporary virtual card for eligible in-store and online purchases.
If a teen who is an authorized user suspects fraud on the account or Builder Card, you can freeze their Builder Card from the Teen or Family section on the Home tab, and contact OnePay Support to report the fraud and complete any next steps.
What does the dispute process look like?#
After we receive your dispute, we may be able to temporarily credit your account (provisional credit) for the amount of your dispute based on the type of transactions being disputed and the reason for the dispute while we investigate. The full dispute investigation process can take up to 3-4 months, and once completed any temporary credits you may have received during the dispute investigation will either be reversed, finalized, or adjusted at that time.
Our support team will reach out to you via email if they need more information or documentation to process the dispute. Once we receive all the required information, we will conduct additional investigation and reach out to you with a resolution.
If you have a teen with an open dispute, we'll communicate directly with you, not your teen, if we need additional information or when a resolution is available.
Can I check the status of a dispute?#
You will get emails on the status of your disputes. You can also check the status of your dispute by selecting the disputed transaction from your transaction history.
If you have any questions, please chat with us from the profile section in the OnePay app at any time.
If you have a teen with an open dispute, we'll communicate directly with you, not your teen, if we need additional information or when a resolution is available. Both you and your teen can check on the dispute status in the OnePay app or by contacting OnePay Support.
I accidentally made a purchase. Should I file a dispute?#
If you accidentally make a purchase, please work with the merchant directly to cancel the order and return any goods/merchandise. If you believe an error occurred and you are unable to resolve the issue with the merchant, call our Customer Support team at 1 (855) 830-6200.
For teen authorized users, if an accidental purchase is made, the teen can contact OnePay Support through the OnePay app. The parent can also start a dispute from the Teen or Family section on the Home tab.
How do I file a dispute for a transaction my teen made?#
If you added a teen as an authorized user and there is an issue with a transaction, either you or your teen can file a dispute through the OnePay app or contacting OnePay Customer Support.