Why is there a transaction I do not recognize?
If there is a charge that you are not familiar with, please check your transaction history to see if you are able to recognize the name of the merchant.
Here are some examples of unexpected transactions that certain merchants may process –
- Some merchants such as ‘Amazon Prime’ may process a monthly subscription fee at an unexpected time (such as late at night or during the weekend)
- Merchants such as the ‘Apple Store’, ‘Google Pay’, ‘Google Play’ etc may process a small authorization fee to ensure that your card details are valid. Once your details have been confirmed (and we have received a cancellation request from the merchant), the amount will then be refunded to your MobalPay card and your balance will be updated.
If at any point you need to cancel a transaction, please contact the merchant directly to request a refund.
Are there any other circumstances I might not recognize a transaction?
Yes, in some cases, there may be an additional charge on your initial transaction. This is caused by a reconciliation between two sets of data we receive from the merchant- the ‘pending’ data and the ‘confirmed’ data.
Here is an example of how it might affect you:
- MobalPay customer spends 10,000 JPY using his/her card
- The merchant sends MobalPay ‘pending’ data for 10,000 JPY
- MobalPay takes 10,000 JPY from MobalPay customer account balance
- The merchant later sends MobalPay ‘confirmed’ data for 10,100 JPY
- MobalPay takes 100 JPY from MobalPay customer account balance
Although there are many reasons why merchants send ‘confirmed’ data that differs from ‘pending’ data the most common reason is when you use MobalPay overseas. In these cases, the merchant can apply additional charges due to the rate of exchange they use.
Here is an example of how it might affect you:
- MobalPay customers spends 100 USD using his/her card overseas
- The merchant sends MobalPay ‘pending’ data for 10,000 JPY ($1 = 100JPY)
- MobalPay takes 10,000 JPY from MobalPay customer balance
- The merchant later sends MobalPay ‘confirmed’ data of 10,100 JPY JPY($1=101JPY)
- MobalPay takes 100 JPY from MobalPay customer balance
In the above example we take the extra charge from your MobalPay account balance if you have sufficient funds. However, if you don’t have sufficient funds, we will email you a request to make a top-up to pay the outstanding amount. Please follow the email instructions promptly as interest may be applied to late payments.
In the event whereby you do not make a top-up to pay the outstanding amount, MobalPay reserve the right to suspend your account and in some cases take further action which may result in termination of your account and affect your credit score.
What should I do if I still don’t recognize the charge?
If you have completed the checks above but you are still unable to recognize the transaction (and you are concerned that it may be fraudulent), please login to your Mobal online account (MyAccount) to suspend / freeze your MobalPay card.
You can then contact our support team to discuss the issue further by sending an email to: support@mobalpay.com