An unauthorized transaction is any transaction made by a person other than the cardholder. If your card is ever lost or stolen, please lock your card and contact Client Service right away at 855-743-8746. To dispute an unauthorized or erroneous transaction on your Rho Card, please reach out to the Rho Client Service team, which is available for live support 24/7 via:
Email: clientservice@rho.co
Phone: +1 (855) 743-8746
Chat in your Rho dashboard
To dispute a transaction, our Client Service team will need:
The last 4 digits of the card affected
The Rho Transaction IDs of the disputed transactions
The Client Service team will also ask a series of questions to best determine how to handle your dispute. Typically, disputes may take up to 90 days to be resolved. A member of the Rho Client Service team will keep you informed throughout the process.
In the meantime, we also recommend that you reach out to the merchant for any erroneous transactions, such as double charges or overcharges. Often, working directly with the merchant can lead to faster resolutions.
Before you dispute a transaction
If you report a transaction as fraudulent and submit a dispute through Rho, the card used for the transaction will be canceled to help protect your account from additional unauthorized charges.
If you’re already working directly with the merchant to resolve the issue, or if the transaction is not fraudulent (for example, a billing error, duplicate charge, or service issue), your card can remain active unless you choose to cancel it.
Initiating a Dispute
You can dispute one or multiple transactions directly from the Rho platform.
Disputing a single transaction
To dispute one transaction:
Log in to your Rho dashboard.
Navigate to the transaction you’d like to dispute.
Click the transaction to open the transaction drawer.
Select I do not recognize this transaction and follow the prompts to submit your claim.
You can also initiate single-transaction disputes from the Rho mobile app by opening the transaction and following the dispute prompts.
Disputing multiple transactions
To dispute multiple transactions at once:
Log in to your Rho dashboard and navigate to the Expenses tab.
Select the transactions you’d like to dispute. You can select up to 15 transactions per submission.
Start the dispute and follow the prompts to submit your claim.
All selected transactions will be included in a single dispute submission.
Note: To dispute multiple transactions at once, you must select them from the Expenses tab. Disputes initiated from an individual transaction or the Rho mobile app can only include one transaction at a time.
Once your dispute has been submitted, you can track its status directly in the Rho platform.
Admins and Account Owners can initiate disputes on behalf of any cardholder within their organization.
What happens after I dispute a transaction?
Once we receive your dispute information, our team will initiate the dispute process with Mastercard. As a standard protective measure, the card(s) associated with unrecognized and unauthorized charges will be automatically canceled to prevent any further fraudulent charges. A dispute determination can take 45-90 days and is managed by Mastercard. We will reach out as soon as we have an update.
To ensure no additional unauthorized charges happen, we always recommend implementing the following features: Set up Two-Factor AuthenticationSign up for Rho Card alertsUse card-specific controls