How do I report a suspicious transaction?

Help center · Security and fraud · How do I report a suspicious transaction?

If you notice a transaction or payment that you didn't make or if you suspect you’ve made a transfer to a fraudster:

• Block the merchant or recipient you suspect is fraudulent — ceasing communication is essential
• Contact our customer care team immediately via live chat, phone or email
• Notify the police

If you receive a suspicious call, email or text message from someone you think might be pretending to be Mondooli, please report it immediately.

We'll never call you asking you to make a payment or transfer money to a 'safe account'.

Who do I contact to report a transaction?

1. Go to the profile screen and click Help center

2. Click on the button with the ? icon in the bottom right corner

3. Choose call or chat and provide us with as much information as you can about the transaction

Our customer care team will need to know:

• The account number for the transaction that you are reporting
• The date and name of the transaction
• The amount
• Your reason for reporting the transaction

After we have this information we'll either:

• Cancel or reverse the transaction (depending on the type of transaction)
• Investigate the transaction including contacting the other party, merchant or card provider

Depending on the type of transaction we may be able to immediately return the money back to your account or if we need to investigate further we'll provide you with an update within 3 working days.

It's important to know that if the transaction is legitimate then we wouldn't be able to return the money back to your account.