To proceed with filing a dispute, please follow the steps below.
- Please log into the Novo app on your iPhone or Android device
- Go to the ‘Activity’ Tab
- Select the transaction you would like to dispute
- Click on the ⚙️wheel icon top right corner of your screen, and select ‘Report an Issue’
- Click on “Select Issue’ and choose between a Charge Dispute or an Unauthorized Transaction
If you select Unauthorized Transaction, you must enter a reason from the options provided. Please fill out the merchant information and upload any blank document instead of a conversation with the merchant. Please note that if you report your card lost or stolen, the card will be deactivated. Please see how to order a new card here.
If you select Charge Dispute, you must enter the reason from the options provided. Please fill out the merchant information and attach a copy of the original receipt and any communication to contact the merchant.
Once we receive your dispute request from the app, this will be forwarded to our Disputes Team. Currently, our team is given a window of up to 120 days to process a dispute.
We do not expect this to take the full 120 days, but the disputes team is always allotted this time. Please note that during the investigation process, we don’t receive any updates on the status of your dispute.