If you see a transaction in your Lili account that you don’t recognize, we’re here to help. The steps below will help you quickly secure your account, review what happened, and, if needed, start a dispute.

Step 1: Secure your card and account

If you suspect fraud or an unauthorized charge:

• Freeze your card from the Lili app right away to help prevent additional card transactions.
• Review your recent activity to see if there are any other transactions you don’t recognize.

If you can’t freeze your card from the app for any reason, contact us as soon as possible (see the options listed in How do I contact the Lili team?) so we can help secure your account.

Step 2: Review the transaction details

Many “unrecognized” charges turn out to be known subscriptions, trials that converted to paid, or purchases under a different brand name. Before starting a dispute:

• Tap on the transaction to review the date, amount, merchant name, and location.
• Think about any recent online orders, free trials, subscriptions, or in‑app purchases that might be related.
• Check for recurring charges (for example, monthly software, streaming services, or memberships).

If you realize the charge is legitimate but you want to cancel a subscription or service, you’ll need to do that directly with the merchant.

Step 3: Contact the merchant (when appropriate)

If the transaction appears to be from a merchant you recognize but the amount is incorrect, an item was not received, or a service was not provided as expected:

• Reach out to the merchant first and request a refund, credit, or correction.
• Keep any emails, chat logs, receipts, tracking information, or screenshots related to your conversation with the merchant.

In many cases, working directly with the merchant is the fastest way to resolve a billing error or service issue.

Step 4: If you still don’t recognize the transaction, or the merchant can’t help

If you still don’t recognize the transaction after reviewing the details, or the merchant is unwilling or unable to resolve the issue, our team can help you investigate and may be able to open a dispute on your behalf.

The process can vary depending on the type of transaction (card, ACH, or other payment), but in general we will ask for:

• The date, amount, and merchant name for each transaction you’re questioning
• Whether you ever authorized this merchant (for example, by sharing your card or account details)
• Any supporting documentation you have (emails, invoices, receipts, tracking information, and your communication with the merchant)

To get started:

1. Open the Lili app and find the transaction you don’t recognize.
2. Review it carefully (see Step 2).
3. Then contact us: 
   - In the Web App: Choose “Chat” upon clicking on the "?" icon at the bottom-right
   - On the Mobile App: Select “Chat with us” on the menu
   and let us know you need help with an unrecognized transaction.

We’ll help you determine whether a dispute can be filed and guide you through next steps. For more detailed information about what we require for disputes, see: How do I dispute a transaction?

What to expect after you report an unrecognized transaction

Once we receive your information:

• Our Disputes team will review your case and documentation and may contact you if we need additional details.
• In some cases, you may receive a provisional credit while the investigation is in progress, depending on the transaction type and the applicable card network or banking rules.
• Most disputes are resolved within 45 days, although some investigations can take up to 90 calendar days depending on the complexity and the merchant’s response.

You’ll receive updates and a final decision by email and via push notification in the Lili app once the investigation is complete.

To help protect your account, it’s important to review your transactions regularly and notify us as soon as you see something you don’t recognize. Reporting issues promptly gives us the best chance to help.

Lili is a financial technology company, not a bank. Banking services are provided by Sunrise Banks, N.A., Member FDIC. The Lili Visa® Debit Card is issued by Sunrise Banks, N.A., Member FDIC, pursuant to a license from Visa U.S.A., Inc. The Card may be used everywhere Visa debit cards are accepted. 

Wire Transfer services are provided by Column Bank N.A., Member FDIC. All wires are subject to acceptance criteria and risk-based review and may be rejected at the sole discretion of Column Bank N. A. or Lili App Inc.