If you spot a transaction on your account you don’t recognise, here are a few checks that might help to identify it.

Pending transactions

A pending transaction is a recent transaction you've made that hasn't been fully processed yet. You can look at your pending transactions in Mobile Banking or Online Banking. Once logged on, choose the account you wish to view and you’ll see pending transactions at the top of the page.

To cancel a pending card payment, you’ll need to contact the merchant or seller and ask them to cancel it.

If you need help with a payment once it’s no longer showing as pending, then please visit our card disputes page for more information.

Ask another account holder

If anyone else has access to your account, check to see if they’ve made the transaction.

Check for ongoing subscriptions

Many online services now use a subscription plan that’ll automatically bill you after an initial free or discounted period expires. Check any services where you've previously subscribed but haven't cancelled.

For example, Amazon charges an annual fee for their Amazon Prime service which is automatically taken from your account each year unless you cancel. If you see an unrecognised transaction from a retailer known to you, it's worth checking directly with them before contacting us.

For more information on payments like this, please see our future-dated card payments page.

Check the exchange rates

If you bought something in a foreign currency, the exchange rate conversion is very likely to show a different amount in Sterling.

Check the business name

Some businesses, especially online services, use a different name on your statement to the one you may recognise. Use a search engine to browse for the name appearing on your transaction to see if it’s associated with the business name that you recognise.

See our top 5 most commonly unrecognised transactions

Unrecognised companyWhat could it be?What should I do
WLY*COMPLETESAVComplete Savings UK, an online savings programmeContact the company in the first instance
Amazon PrimeMembership for Amazon's TV, films and next day delivery servicesContact the company in the first instance
TFLTransport for LondonContact the company in the first instance
DRI*AVGAntivirus Software subscriptionContact the company in the first instance
NetflixOnline streaming serviceContact the company in the first instance

If you do recognise the transaction, but the goods or services you bought aren’t as expected or haven’t arrived, then please see our card disputes page.

Still need help?

If you still don't recognise a transaction after these checks and think this could be fraud, please contact us straight away so we can help you.

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