There's a purchase on my account I didn't make, what do I do?

If you see a charge you don’t recognize in your LoadPay account, follow these steps:

Step 1: Check the Transaction Status

• If the charge is Pending, it hasn’t fully processed yet. You’ll need to wait until it Posts before we can help you dispute it.
• If the charge is Posted, you can contact LoadPay Support and we’ll help you investigate and, if needed, file a dispute.1

Step 2: Contact Support

• Reach out to LoadPay Support with the transaction details (amount, date, merchant name).
• We’ll look into the charge and help you take the next steps.

Dispute Process

• If the charge is confirmed to be unauthorized, we’ll help you submit a formal dispute.
• Most disputes are resolved within 10 business days, but complex cases may take up to 45 days.