Reporting a Dispute or Fraud

When you spot a charge that looks wrong or fraudulent, act quickly: freeze the card first to stop further spending, then follow the steps for your card type below. The process differs depending on who issued the card.

Before You Call: Freeze the Card

Freezing the card immediately prevents any additional charges while you investigate.

1. Go to Cards in the left navigation and select the card in question.
2. On the card's detail page, click Freeze to block further transactions.

Which cards can be frozen in Topkey:

• Topkey-issued debit cards — freeze directly from the card detail page in Topkey.
• American Express virtual cards — freeze directly from the card detail page in Topkey.
• External cards (cards from Chase, Capital One, Brex, or other banks) — Topkey only reads transaction data for these cards; log in to your bank's own website or app to freeze them.

Topkey-Issued Debit Cards

Topkey's branded debit cards are issued through Thread. If you see a charge you don't recognize on one of these cards, contact Topkey support directly — the team will coordinate with Thread on your behalf.

To report a dispute or fraud:

1. Freeze the card as described above.
2. Find the support number for your card — it is printed on the back of the physical card and also available on the card's detail page under Actions → Report a dispute.
3. Call the support line and be ready to provide:
   • The last 4 digits of the card number
   • The transaction amount and date
   • The merchant name
   • Whether you or your team authorized the charge
4. If the charge is fraudulent (for example, the card was never shared with anyone), the support team will freeze the card, file a dispute with Thread on your behalf, and arrange for a replacement card to be issued.

External Cards

External cards — such as cards from Chase, Capital One, or Brex — are connected to Topkey so you can view and categorize transactions. Topkey does not issue these cards and cannot file disputes on your behalf.

To report a dispute or fraud:

1. Log in to your bank's website or app and freeze the card there.
2. Call the number on the back of your external card and follow your bank's dispute process.
3. Once your bank reverses the charge, the credit will appear in Topkey automatically as a credit transaction — no manual entry is needed.

American Express Cards

For Amex virtual cards connected through Topkey, the support number is available directly on the card's detail page so you never have to search for it.

To report a dispute or fraud:

1. Freeze the card as described above.
2. Go to Cards, select the Amex virtual card, and note the support number shown in the Amex Card Support banner on the detail page.
3. Call Amex 24/7 card-member support: 1-844-751-0188
4. When prompted, have the following ready:
   • The cardholder's name
   • The virtual card's last 5 digits (visible on the card detail page)
   • The transaction amount, date, and merchant name

What to Do in Topkey After Filing a Dispute

Once you have reported the dispute with the appropriate support team, take these steps in Topkey to keep your team informed and protect your reporting accuracy:

1. Leave a comment on the transaction with the case or confirmation number you received. Go to the transaction, open the detail view, and add a comment so everyone on your team can track the status.
2. Flag the transaction using the transaction's action menu (Flag). This prevents the charge from flowing into reports or being pushed to your accounting system while the dispute is still open.
3. When the credit reversal arrives, Topkey will automatically pair the original charge with the reversal. Once paired, you can mark the transaction as resolved and remove the flag.

Automatic Card Lock for Incomplete Transactions

To reduce the risk of unreviewed transactions slipping through, you can configure a card to lock automatically when a cardholder has not completed required transaction details — such as a receipt, memo, category, or property — within a set number of days.

When this setting is active, cardholders receive an automated email reminder the day before their card is locked, giving them a chance to complete the missing details before access is restricted.

To enable transaction reminders for a card:

1. Go to Cards and select the card.
2. On the card's detail page, locate Transaction Incomplete Reminders.
3. Check the box to enable automated reminders for incomplete transactions.

Frequently Asked Questions

Can Topkey file a dispute with my external bank on my behalf? No. Topkey connects to external cards to display transaction data, but does not have the ability to initiate or manage disputes with third-party banks. You need to contact your bank directly using the number on the back of your card.

What happens to a flagged transaction once the credit reversal lands? Topkey automatically pairs the original charge with the incoming credit reversal. Once they are paired, you can review the pair, mark it as resolved, and remove the flag. No manual adjustments are needed.

I froze the card but the dispute is now resolved — how do I unfreeze it? Go to Cards, select the frozen card, and click Unfreeze on the card's detail page. If the card was replaced rather than unfrozen (for example, in a fraud case), the original card will remain closed and the replacement card will appear as a new card in your list.

Questions? Contact Support