How to report a suspicious or unrecognised transaction on Juuli

If you spot a payment on your Juuli account that you don't recognise, or anything that looks suspicious, act quickly. The steps below help you secure your account and get the right support straight away.

Step 1: Freeze the affected card right away

If the transaction involves one of your Juuli cards, freeze it first to stop any further charges.

Open the Juuli app and go to your Cards section.
Select the card in question and tap Freeze.
The card is blocked instantly. You can unfreeze it yourself later if everything turns out to be fine.

Freezing is reversible and only affects the card you choose, so the rest of your account keeps working normally.

Step 2: Report it to our team

Once your card is frozen (or if the transaction wasn't card-related), let us know by emailing support@juuli.com. To help us investigate quickly, please include:

The date and amount of the transaction.
The merchant name or description shown in your transaction history.
A short note on why it looks suspicious or unrecognised.

You can find these details and export your transaction history from your dashboard in the app. Our team monitors account activity and will review your report, take any protective action needed, and keep you updated.

Step 3: Stay alert to scams

Many unrecognised transactions start with a phishing attempt. Please remember:

Juuli will never ask you for your password or your 2FA code. Your 2FA code is a one-time PIN sent to your registered email, and it is for you alone.
We will never ask you to move money to "keep it safe" or to share full card details over email, chat or phone.
If a message claims to be from Juuli and asks for any of these, treat it as a scam and report it to us.

A quick note on your protection

Juuli is a regulated platform. Your payment account and card are provided through Stripe Technology Europe, Limited, an authorised e-money institution. When you report an issue promptly, you help us protect your funds and resolve the matter as fast as possible.

Still have questions? Email our support team at support@juuli.com — we're here to help and will respond as quickly as we can.