Dispute a Transaction or Report Fraud

When to dispute a transaction

File a dispute if you see a charge on your Truss account that:

• You don't recognize and didn't authorize
• Was charged twice for the same purchase
• Was for the wrong amount
• The merchant agreed to refund but never did

Try the merchant first
Before filing a dispute, contacting the merchant directly often resolves billing errors faster — typically 1–3 days, versus 30–90 days for a chargeback.

How to report unauthorized activity

Disputes and fraud reports aren't filed in-app — you'll need to call it in.

1. Go to Expenses in the sidebar to find and identify the transaction in question.
2. Call the number on the back of your card. If you don't have the card in hand, call 833-852-1518 instead.
3. Explain the charge and the reason: unauthorized, duplicate, wrong amount, or other.
4. Have any notes or supporting info ready to share with the representative.

⚠️ Card number compromised?
Before you freeze the card, write down your Visa card number, the last 4 digits, and the date and amount of the suspicious charge. You'll want these on hand when you file the fraud report. Then freeze your card immediately: Accounts → Card Account → [select card] → Freeze. Continue to the fraud report after that.

Lost or stolen card?

Before you freeze the card, write down your Visa card number and any recent transactions you want to reference, if you still have access to that info. Then freeze the card immediately: Accounts → Card Account → Freeze, and call 833-852-1518 to report it lost or stolen. A replacement physical card will be issued; your virtual cards aren't affected.