What counts as an error or unauthorized transaction?
Under the US Electronic Fund Transfer Act (EFTA) and Regulation E, you have the right to dispute the following types of errors on your Taptap Send Card:
A transaction you did not make or authorize
An incorrect amount charged to your account
A transaction posted to the wrong account
A transaction that appears on your statement but was never made
A mathematical error in your statement
A payment or credit that was not posted to your account
How do I report an unauthorized transaction or error?
Contact our customer support team directly. We're available 24/7.
You can chat with us directly in the app or call us at 1 (833) 916-0670 (toll-free) or +1 (484) 662-4114 (local).
How quickly should I report?
Report as soon as you notice anything suspicious. Under US law, how quickly you report affects your maximum liability for unauthorized transactions:
When you report | Your maximum liability |
|---|---|
Within 2 business days of learning your card was lost or stolen | $50 |
More than 2 business days but within 60 days of your statement | $500 |
After 60 days of receiving your statement | You may be liable for the full amount of unauthorized transfers occurring after the 60-day window |
These are the maximum amounts you could be held responsible for — in many cases your liability will be lower or zero.
Important: The 60-day clock starts from when Taptap Send sends you your statement. Always review your transaction history regularly.
What happens after I report?
Once you report an error or unauthorized transaction, here is what happens:
We will investigate your report promptly.
Standard timeline: We aim to resolve your case within 10 business days of receiving your report.
Extended timeline: For more complex cases — including point-of-sale transactions — this may take up to 45 calendar days (or up to 90 calendar days for transactions made within 30 days of opening your account or transactions outside the US).
Provisional credit: If we need more time than10 business days, we will credit your account with the disputed amount while we investigate, so you are not out of pocket during the process. We will notify you within 2 business days of issuing this credit.
Outcome: We will notify you of the result within 3 business days of completing our investigation.
Will I need to confirm my report in writing?
We may ask you to confirm the details of your dispute in writing within 10 business days of your initial report. If we ask for written confirmation, we will let you know clearly. Failing to provide written confirmation when asked may affect your case.
What if the investigation finds no error?
If our investigation concludes that no error occurred:
We will notify you in writing and explain our findings.
If we had issued a provisional credit to your account, we will debit it back — but we will give you a notice before doing so, and we will honour any payments or transfers scheduled during that period.
You have the right to request copies of the documents we relied on in our investigation.
What if I still disagree with the outcome?
If you disagree with our findings, please contact our support team. You have the right to ask for the documentation we used to reach our decision.
What if my card was lost or stolen?
If your card is lost or stolen, act immediately:
Terminate your card in the app: Card → Manage card → Terminate card
Contact our support team to report the loss or theft
The sooner you report it, the lower your maximum liability under US law (see the table above).