If you see a transaction in your Lili account that you don’t recognize or believe is incorrect, we can help you investigate it and, when appropriate, file a dispute.

Before you start, it helps to think about whether the transaction is:

• Unauthorized or fraud: You did not authorize the transaction, did not share your card or account details, and did not receive anything in return.
• A merchant or billing issue: You authorized the payment but were charged incorrectly, didn’t receive what you paid for, or canceled a service and were still billed.

Step 1: Review the transaction details

First, review the transaction in your Lili app:

• Check the date, amount, and merchant name.
• Look for any subscriptions, trials, or previous transactions with the same merchant that might explain the charge.

If you recognize the merchant and it appears to be a billing or service issue, it is often faster to contact the merchant directly first to request a refund or correction.

Step 2: Disputing a card transaction

If you believe a card transaction is unauthorized or cannot be resolved with the merchant:

1. Open the Lili app.
2. In the Web App: Choose “Chat” upon clicking at the "?" icon at the bottom-right ; On the Mobile App: Select “Chat with us” on the menu.
3. Type the word 'dispute' to begin the dispute process.
4. Provide as much information as you can, including:
   • Transaction date and amount
   • Merchant name
   • Whether you recognize the merchant
   • A brief description of what happened
   • Any supporting documents, such as receipts, cancellation confirmations, emails, or proof that you tried to resolve it with the merchant

If you’re unable to dispute the transaction directly from the app, or you need additional help, contact the Lili team (see: How do I contact the Lili team?) and we’ll guide you through the process.

Step 3: Disputing ACH or check transactions

For ACH (electronic transfers) or paper check transactions that you do not recognize:

• Open the Lili app.
• In the Web App: Choose “Chat” upon clicking at the "?" icon at the bottom-right ; On the Mobile App: Select “Chat with us” on the menu.
• Type the word 'dispute' to begin the dispute process.
• Be ready to share:
  • Transaction date and amount
  • Name of the originator or recipient
  • Why you believe the transaction is unauthorized or incorrect
  • Any documentation available (for example, copies of checks, correspondence, or invoices)

Because rules and timeframes differ for ACH and checks, it’s important to notify us as soon as you notice an issue.

Timing and what to expect

Disputes are time‑sensitive. In general:

• You should report suspected errors or unauthorized transactions as soon as possible, ideally within 60 days of the date the transaction appears on your statement.
• Investigations can take time and may require us to work with the card network, other banks, or the merchant. In some cases, a dispute may take up to 90 days to reach a final resolution.

Once you file a dispute:

• Lili will review your claim and may request additional information or documentation if needed.
• In some situations and where applicable, we may issue a provisional credit while we investigate. If the dispute is not resolved in your favor, that provisional credit may be reversed in accordance with applicable laws and your account agreement.
• We’ll keep you informed of important updates and let you know the outcome of the dispute once the investigation is complete.

If you notice suspicious activity or multiple unknown transactions

If you see multiple unauthorized transactions or suspect your card or login may be compromised:

• Secure your account by updating your password and, if applicable, locking or freezing your card.
• Contact Lili immediately (see: How do I contact the Lili team?) so we can help you secure your account and review recent activity.

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.