How to dispute a transaction on your Juuli account

If you spot a card payment or transfer on your Juuli account that you do not recognise, was charged twice, or is for the wrong amount, you can raise a dispute. Acting quickly gives us the best chance of recovering your funds.

Before you start

First, make sure the charge really is unexpected. Some payments appear under a merchant's legal name rather than its trading name, and subscriptions can renew automatically. Open the transaction in the app to review the merchant, date and amount.

Step 1 — Secure your card

If you believe your card details were used without your permission, or your card has been lost or stolen, freeze it straight away so no further charges can be made:

• Go to app.juuli.com → Cards, select the affected card, and tap Freeze.
• You can unfreeze it later if it turns out the charge was genuine.

Related: How to freeze or unfreeze your card

Step 2 — Contact our support team

Disputes are reviewed and submitted to the card scheme by our team, so the next step is to let us know. Email support@juuli.com from your registered email address and include:

1. The transaction date, amount and merchant name.
2. The reason for the dispute (for example: not recognised, charged twice, wrong amount, goods or services not received).
3. Any supporting evidence, such as receipts, order confirmations or messages with the merchant.

The clearer your information, the faster we can act on your behalf.

Step 3 — What happens next

Once we receive your report, we raise the dispute with the relevant card scheme through our e-money partner. You will be kept informed of progress by email, and we may ask for additional details to support your case. Card disputes follow scheme timelines, so a final outcome can take several weeks.

A note on security

Juuli will never ask you for your password or your 2FA code (the one-time PIN we email to you). If anyone contacts you requesting these, do not share them and report the message to us. Genuine Juuli support will only ever ask you to confirm details you can verify safely.

Good to know

• Juuli is a regulated platform, not a bank. Payment and e-money services are provided by Stripe Technology Europe, Limited, an Electronic Money Institution authorised by the Central Bank of Ireland (firm reference C187865).
• If a merchant simply owes you money back, ask them for a refund first — refunds are often quicker than a formal dispute.

Related: How refunds work on Juuli

Still have questions? Email our support team at support@juuli.com — we're happy to help you raise a dispute and keep your account secure.