Here we explain what to do if you identify a payment you don't recognize.
📌 Important : Sometimes the merchant's name that comes up on your Swile account is different from that of the business. Remember to check the date and amount. We can provide you with additional information if required.
👩💻 Dispute the transaction
Once you've carried out the checks on your side, and if you think you're not the originator of a transaction, contact us by clicking on Report a problem on the payment in question. To do this
- Log in to your Swile account
- Retrieve your transactions:
- On computer: Go to My account to display the list of transactions
- On application: Select the icon to find your latest payments
- Click on the transaction in question and on Report a problem
Explain the situation in detail: we need every bit of information to help you.
Rest assured that we will take all necessary measures! In addition to our legal obligations to prevent the risk of fraud, and in order to constantly improve our security measures, we have a dedicated team, which analyzes every situation 🕵️♀️.
🔐 Secure your account and your card
At the slightest doubt, we advise you to take these 3 actions:
- Lock your card
- Change your Swile account password. See our article How to change my password. We recommend that you use a complex and unique password for your Swile account.
- Change the password of your Swile e-mail account.
To lock your card temporarily :
- Go to your Swile account
- Then My Swile cards and finally Lock my card.
This action locks the card, but you can unlock it at any time.
📞Contact our customer service department
To contact our customer service, first proceed as described above by clicking on “Report a problem” from your Swile account. In an emergency, call us on +33 9 74 59 42 17, Monday to Friday between 8am and 7pm and Saturday from 9am to 5pm.