This guide describes how to handle a potential fraudulent transaction on your Alaan card.
Review the Transaction
Step 1: Open your Alaan mobile app and go to the Expenses tab. Select the transaction in question. Review the transaction details including the amount, date, merchant, and card used. If you don't recognise the transaction, proceed to Step 2.
Step 2: Go to the Cards tab, scroll to the card in question and click Freeze under the card representation.
Step 3: If you conclude that the transaction is valid, go to the Alaan mobile app and click Unfreeze under the Cards section.
Only unfreeze your card when you're sure the transaction isn't fraudulent. If your Admin froze your card, please ask them to unfreeze it as you will not be able to for security reasons.
Blocking Your Card and Reporting Fraud
If you confirm the transaction is fraudulent, block your card and report the fraud immediately.
Fraudulent transactions can only be reported up to 120 days after the transaction date.
Step 1: Go to the Cards tab on your Alaan mobile app
Step 2: Scroll to the card in question and click Cancel under the card representation.
Step 3: Reach out to us using any Help channel to report the fraudulent transaction and we will guide you through the process.
Learn more about Disputes here.
As per Visa rules, transactions which were 3DS authorised (ie OTP was validated) can not be disputed. Learn more about 3DS here.