🌐 Web | 👤 Finance user, Yokoy admin
If you notice suspicious activity on your Yokoy Platinum Visa card account, it is important that you flag these actions as soon as possible and freeze the cards to prevent any further unauthorized transactions.
Cardholders can freeze their cards themselves either on the web or mobile app. However, they need to report such activity to you as the Yokoy Platinum Visa card admin, so that you can report it to Yokoy.
Report fraudulent transactions to Yokoy
To flag any unauthorized activity on your card account, you need to open a support case with Yokoy‘s Card Operations.
1. In the Yokoy web app or via our Help Center, click the question mark icon (?) in the bottom right corner of the screen to access the Yokoy Support Center.
✏️ Note
You need to be logged into your Yokoy account in the web app (https://app.yokoy.ai/) to create and manage your technical support tickets via the Yokoy Help Center. Only finance and admin users can create support tickets.
2. Go to Home > Contact support.
3. In the Support home, select Report unauthorized/fraudulent transactions.
3. Next, the Yokoy bot asks if you have already frozen the card or whether you want the card to remain active. You must freeze the card to continue.
4. Once you have frozen your card, you can create a dispute.
A ticket is created for Yokoy’s Card Fraud Risk team to review. If an unauthorized transaction has deemed to have taken place, the Yokoy fraud investigator will provide a transaction dispute form. You need to fill in, sign and return the dispute form provided. Once done, Yokoy’s Card Fraud Risk team will file a dispute with the card network in an attempt to recoup the funds.