You can now report an issue with your transaction through your YouTrip app and stay updated on the status of your report. Here’s how 👇

At YouTrip, safeguarding your financial transactions is our top priority. We’re committed to ensuring your account is protected – and stays that way. 7 months ago, we implemented a dedicated Fraud Reporting Email, a Kill Switch, and additional security measures (find out more about it here). Fast forward to today, you can now report an issue with your transaction directly via your YouTrip app. 

Have a problem with your transaction or noticed a transaction you didn’t make? We’re here to help. Here’s how you can quickly report any transaction you’re unsure about. This includes unauthorised transactions, purchase issues, as well as any statement concerns in your YouTrip app. Find out how you can ensure your account’s security and stay informed on the status of your report.  

How to report an issue with your transaction:

Do note that transactions can be disputed within 45 days after the transaction has been made.

1️⃣ Select the suspected unauthorised transaction within the ‘Transaction History’ of your YouTrip app

2️⃣ Tap ‘Raise an issue for this transaction’ located at the bottom of the screen

3️⃣ If you suspect any unauthorised transactions, select ‘Don’t recognise this transaction’ 

Other issues within this list include:
✅ There’s an issue with my purchase
✅ Something’s wrong with the statement
✅ My concern is not listed here

*Note that you can select up to 35 suspected unauthorised transactions for reporting. Transactions cannot be disputed after 45 days.

4️⃣ Indicate whether your card was in possession when the transaction happened or if it was lost or stolen

5️⃣ Do note that Apple Pay/Google Pay wallet transactions are unlikely to be done without your authorisation and are less likely to be eligible for chargeback. 

•  If you acknowledge this, click ‘Understood. Proceed’

6️⃣ Perform a few checks to verify that the transactions are unrecognisable

• If you remember making these transactions, tap ‘This Solved It’ 
• If you still don’t recognise them, tap ‘I still don’t recognise them’

7️⃣ Note that your card will have to be suspended for safety purposes. Acknowledge the T&Cs and tap ’Confirm’ to proceed with card suspension 

• Once your card is suspended, this means transactions cannot be carried out on your YouTrip card
• Do note that a S$15 handling fee for proven false declarations.

8️⃣ An update will be provided within 3 working days 

• Tap on the suspected unauthorised transaction involved on the home screen to keep track of the progress and updates on your case 

Q: What other additional steps can I take if I suspect that I’m a victim of fraud or scam?

A: 

1️⃣ Lock your physical/virtual card via your YouTrip app

2️⃣ Change your App PIN & password of your email account if someone has access to that email account

3️⃣ Email & report your case to fraud-reporting@you.co

4️⃣ If you wish to stop any new transactions from happening and immediately suspend your YouTrip account, you can activate the Kill Switch by calling +65 6904 9334

5️⃣ Make a local police report here if your card is lost, stolen, or being used fraudulently. For other non-fraud and scam enquiries, please continue to contact us at customer@you.co. For Fraud-&-Scam-related FAQs click here.

How to protect your information

To protect yourself from unauthorised transactions, here are some tips you can follow:

1️⃣ YouTrip will never send you SMS OTPs when approving transactions.

👉To approve transactions, users are required to head to the YouTrip app and slide-to-approve transactions. SMS OTPs are only used when setting up your YouTrip card on Apple Pay and Google Pay.

2️⃣ YouTrip SMSes will never include any links 

👉 Note that SMSes by YouTrip will always be by ‘YouTrip’. Additionally, YouTrip SMSes will never include any links unless requested by you.

3️⃣ Never share your card details with anyone. Refrain from sharing images of your card details or storing pictures of your cards on any platform 

4️⃣ Avoid disclosing your login credentials, SMS, or email OTP to any individual, website, or mobile application

5️⃣ Remember to lock both your physical AND virtual cards when not in use

6️⃣ Exercise caution when sharing card details on suspicious websites lacking proper encryption as they could be vulnerable to data breaches 

Keep your account safe with YouTrip

As Singapore’s favourite multi-currency wallet, we aim to get those pesky fees out of the way and help you save on your travels. With the best FX rates, you will no longer have to deal with those long queues at money changers or those extra charges with your credit cards! So if you’re looking for a go-to travel card, sign up for your complimentary YouTrip card today with promo code <YTBLOG5> and get FREE S$5 in your account! 

And while you’re at it, why not join the conversation with thousands of #YouTroopers in our very own Community Telegram Group @YouTripSquad? Get tips and tricks to everything YouTrip including exclusive invites to exciting events and experiences, & be part of the #YouTripSquad! 💜

Happy travels!