Unauthorized card transactions are transactions that were not made by you or transactions that were made without your consent. Unauthorized transactions commonly occur when your credit card is lost or information stolen online.
Bitwallet takes unauthorized transactions as a serious offence and would like all users to cooperate to prevent such transactions from occurring.
To report any unauthorized transactions, kindly contact
+81 3 6893 0958 or drop an e-mail to
firstname.lastname@example.org for assistance.
Bitwallet customer support is available
Monday to Friday 09:00 – 18:00 (GMT +9)
Kindly expect some delays in reply during public holidays.
Credit card protection
You are strongly advised not to share your card information with anyone to prevent any unauthorized card transactions.
Kindly take a look at the following examples before reporting an unauthorized transaction.
Check if you have misplaced your credit card.
Kindly check your belongings to ensure your physical credit card is not missing.
Check if any of your family members have recently used your credit card to make an online payment.
Very often, family members of card owners have access to their credit cards.
Check if you are charged for an annual membership.
Memberships are often renewed automatically. Please check with your service provider for more information.
Check with the merchant whom you paid to for the billing descriptor
Track on your recent purchases and verify the items with the invoices provided to you. Invoices can be in a form of physical paper or digital invoices found in your emails.
Check if you are billed for a service with a different name.
There are some merchants who prefer to display the name of the item they offer rather than using the store’s name.
Example: Store of an online fashion store named “Flash Fashion” displayed as “cardigan / blouse / jeans” on your card statement.
There are merchants whose company’s name is displayed on bill instead of its store name.
There are some merchants whose company name is different from its store’s name.
Example: Company name “fashion store Pte Ltd” is displayed on your card statement whereas the store name is “Flash Fashion”.
There are frequent cases of unintentional fraud cases reported. Such transactions are usually found transacted by card owner’s family member or acquaintance. Before reporting for unauthorized card transaction, please check with your fellow family members and acquaintances if they have used your card for their recent online payments or purchases.
Bitwallet Pte. Ltd. will not hesitate to cancel the transaction if a user's credit card was found to be used illegally.
If you are unable to identify the situation from the examples listed, please contact us immediately.
The bitwallet team is working to ensure safety of your account and transactions.
If you wish to get in touch with the team to report on any unauthorized transactions.Contact Us
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PCI DSS 3.2 Assessed to Bitwallet Pte. Ltd. by ICMS-PCI 0287, a QSA for the Payment Card Industry Data Security Standard Council.