If you notice an unrecognized or unauthorized transaction on your Fold prepaid debit card, we are here to help.
How to File a Dispute
The fastest way to file a dispute is to select the chat icon in the bottom right corner of this help article. Let the agent know you wish to dispute a charge, and they will collect all necessary information.
What if I recognize the merchant?
If you recognize the transaction but are not satisfied with the item or services received, we highly recommend contacting the merchant first, as they can often resolve the issue immediately. However, you are not required to do so, and you may still file a dispute directly with us at any time.
What if the transaction is still pending?
A dispute can't be filed until the transaction has fully posted. If your charge is still pending, check back once it has posted and then file the dispute.
Charges that can't be disputed as card transactions
Reserve transactions, fees, and in-app purchases such as bitcoin or gift cards bought in the Fold app can't go through the card dispute process. Our team reviews these manually after you contact support.
Important Deadlines & Your Rights
To protect your rights under Regulation E and card network rules, please keep the following timelines in mind:
60-Day Federal Protection: To guarantee your full legal protections under federal law—including our strict 10-day initial investigation window and right to temporary credit—you must report an error or unauthorized transaction within 60 days of the date the first electronic statement showing that error was made available.
Up to 120 Days for Card Disputes: If you miss the 60-day statement window, you may still file a dispute under card network guidelines up to 120 days from the transaction date. Please note that claims filed after the 60-day window may not qualify for immediate temporary credit while we look into it.
Investigation Window: Once you notify us, we will investigate your claim. This typically takes up to 10 business days (or 20 business days if your card account was opened within the last 30 days).
Temporary Credit: If we need more time to investigate an eligible claim, we will issue a provisional (temporary) credit to your account for the disputed amount within those 10 (or 20) business days. This allows you to use the funds while we take up to 45 days (or 90 days for new accounts or point-of-sale transactions) to complete our final review.
Zero Liability Protection
Thanks to our Zero Liability Policy, you will not be held financially responsible for unauthorized charges made with your account or card information.
Prompt Reporting: To qualify for full $0 liability, you must report the unauthorized activity within 60 days of the statement being made available to you.
Exclusions: Zero liability applies to unauthorized fraudulent transactions. It does not cover situations where you willingly shared your account login credentials or PIN with someone else.
Keep in mind you can also submit a claim by calling our toll-free support line at 1-866-FOLDAPP (365-3277). Select the option for support to leave a voicemail, and a member of our team will follow up with instructions.