If you notice an unauthorized transaction on your Benepass account, follow these steps to report it and protect your account.

My card was stolen and used without authorization

If your card was lost or stolen and used without your permission, please follow the steps below promptly.

Cancel the lost or stolen card

1. Navigate to the card in your Benepass app
2. Scroll down and select "Report lost or stolen"
3. Confirm cancellation

Report fraud to Benepass

1. Navigate to the fraudulent transaction in your Benepass app
2. Scroll down and select "Report fraud"
3. Complete the form with all relevant transaction details

Once your card has been cancelled and the fraud has been reported to Benepass, you're able to replace the lost or stolen card by following the steps here: How to replace a virtual card or How to order a physical card.

A merchant charged me incorrectly

Duplicate, incorrect, or otherwise disputed transactions with merchants are often the cause of concern for customers. 

Before Benepass can escalate a dispute regarding a charge with a merchant, there must first be a good faith attempt by the customer to resolve the issue with the merchant directly. Benepass is not able to cancel or reverse transactions that have already been completed. The quickest path to resolution is through the merchant.

When filing disputes, both the customer and the merchant will have an opportunity to submit evidence before a decision is made by the card network. When the customer does not provide evidence of an attempt to resolve the issue directly with the merchant, the dispute is often lost. 

If you have made an attempt to resolve an issue with a merchant directly without success, please contact Benepass Support with the transaction details and evidence of resolution attempts for assistance in escalating the charge.

I don't recognize a transaction

Seeing an unfamiliar transaction? Here are some tips to track down the source of your purchase.

• Authorized users: Does your spouse or dependents have access to your card to use for eligible purchases? If so, check with them to see if they may have initiated a purchase.
• Card on file with merchant: Was the purchase with a merchant you shop with often? If your card details are on file with a merchant you often shop with, check with them to see if they charged your card recently.
• Purchase split into multiple charges: Recognize the merchant but not the purchase amount? Some merchants split charges into multiple transactions, especially if they shipped your order in multiple shipments. This is extremely common for Amazon and similar vendors. Contact the merchant directly, or review your order history to confirm invoice details, such as multiple charges.