You can file a dispute on your Novo App or web app. However, there are some instances where you are not able to file a dispute.
- If the transaction is still pending: It could be possible that the transaction has not yet posted to the account. The transaction needs to be posted before filing a dispute.
- If the transaction was made by someone else: For security reasons, only the cardholder or the individual who owns the card used for the transaction can file a dispute for such a transaction.
- If the transaction is older than 90 days: Reach out to support, and we will check if there are still means for us to dispute it with the merchant on your behalf.