If you don’t recognise the transaction
Lock the Kit card while you are still investigating if it is a genuine transaction.
We recommend checking:
- If the purchase was made by your child without your knowledge, or if they gave their card to someone else.
- If the merchant is trading under a different name (ABN Lookup).
- If the transaction is a regular membership, subscription fee or app purchase.
If you have confirmed that the card has been compromised
- Order a new card.
- Block the merchant in Kit.
- Raise a dispute for the fraudulent transactions.
If you have an issue with a purchase
Contact the merchant to resolve your dispute first (e.g. item did not arrive, charged the wrong amount, charged multiple times, or the product was not as described).
If you do not reach a satisfactory conclusion, raise a dispute in the Kit app.
Please note: Visa will not pursue any transaction disputes unless you have provided evidence of following the merchant's own refund/dispute process first, and evidence of the issues (e.g. photos if product is defective). When you raise a dispute with Kit, we will respond and request this evidence.
If you have entered your Kit card details into a scam site
Even if no payment has been taken yet, if you determine you have entered your details into a fraudulent website, order a new card and keep an eye on your transaction history for any unusual activity.
Dispute fraudulent transactions
If you are satisfied that you need to dispute the transaction:
- Open the Kit app.
- Go to your kid’s profile.
- Tap on the ‘Spend’ tab.
- Tap on the transaction to open the transaction screen.
- Tap ‘Unusual transaction’ and follow the prompts.