How do I dispute a card charge?

If a charge on your Kronos Card is unauthorized, fraudulent, a duplicate, or for goods/services you never received, you can file a dispute through the app. Disputes are governed by Regulation E — you have the right to dispute electronic transfers and your card issuer must investigate.

How to file a dispute

1. Go to your Transaction History
2. Tap the charge you want to dispute
3. Tap Dispute charge
4. Select the reason from the list (unauthorized, duplicate, didn't receive item, wrong amount, cancelled subscription still charged, etc.)
5. Add details and upload supporting evidence — receipts, screenshots, emails, or photos
6. Submit

You'll get a confirmation in the app and an email at the address on your account.

What happens after you submit

• Within 24 hours — our support team reviews your filing and forwards it to our card-issuing partner
• Within 10 business days — the issuer issues a provisional credit if applicable while the investigation is open (per Reg E for unauthorized transactions)
• Within 45–90 days — final resolution. Most disputes resolve in under 45 days; complex chargebacks involving the merchant can take up to 90.
• You'll get email updates at each stage

What you'll need

• Date of the disputed charge
• Merchant name as it appears in your transaction history
• Reason for the dispute
• Any supporting documents — receipts, emails, shipping info, conversations with the merchant, etc.

Try the merchant first (when appropriate)

For things like "item never arrived" or "wrong item shipped," you'll generally need to attempt resolution with the merchant first — this is required by card-network rules. Save those emails or chat logs and attach them to your dispute. For clear fraud (you didn't make the charge at all), skip this and file directly.

What can be disputed?

• Unauthorized transactions — you didn't make the charge
• Fraud — your card was used without your permission
• Duplicate charges — same amount charged twice
• Wrong amount — you were charged more than agreed
• Goods or services not received — you paid but never got the product
• Defective or not as described — significantly different from what was advertised
• Subscription cancelled but still charged — recurring charge after you cancelled

Lost or stolen card?

First priority: freeze your card immediately from the Card tab → Freeze Card. Then file disputes for any charges you didn't authorize. Then request a replacement card.

Need help?

If the in-app form doesn't load or you need assistance, email support@getkronos.io with your account email and the disputed transaction details.