Ask Stash

How does the dispute process work? How long does it take?

If there’s suspicious activity in your Stash banking account, we can help. Here are the steps to take on your end:

  • Gather information:
    • Make sure the transaction is complete and not in a pending status.  Gather the merchant’s names, the transaction amounts, and transaction dates. You will need these to file a dispute.
  • Get a new card:
    • Report your card as lost or stolen. This freezes your account to protect you from fraud and ensures you get a new card as soon as possible. Here’s how to do it:
  • Open the app.
  • Tap Bank on the home screen or the bottom navigation bar.
  • Tap the gear icon in the upper right-hand corner.
  • Select Replace my card.
  • Confirm the address where you’d like us to send the replacement card, then tap Save and continue.
  • Select either Card lost or Card stolen.
  • Tap Order a new card.
  • Contact customer support
    • We can be reached at 1(800) 205-5164

With the information you gathered, Customer Service can open an investigation. The process can vary depending on the circumstances, but we can tell you what to expect after the investigation is opened.

 

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