Managing your card: Account servicing

How do I dispute a purchase or report a transaction I don’t recognize on my OneCard?
Spot a charge you don't recognize? Before disputing, take a quick look. It might be easier to identify than you think. Check the company name • The name on your transaction history might not match where you actually shopped. Some companies use a parent company name or third-party processors like Square or Toast. • Try matching the amount to a recent purchase, or do a quick web search on the name. • For example, you buy groceries at FoodPlus Market for around $100. You don't see FoodPlus Market listed, but there's an unfamiliar charge from NW Grocers LLC for the same amount. A quick search reveals NW Grocers LLC is FoodPlus Market's parent company. Check the location • Some companies bill from their headquarters, not where you made the purchase. • Example: You used a ride service in New York City, but the charge shows up as "Ride Service San Francisco." Check with your household • Did anyone in your household use your card or save it to a service like PayPal or Venmo? • Does the charge look like something someone in your home might buy? For example, a gaming charge if your child has a game system. Check your digital purchases • Think back to any recent purchases through your mobile wallet, in-app or in-game buys, or digital subscriptions. Still don't recognize it? Dispute it now. Here’s how: • Sign in to your Upgrade OneCard account dashboard • Find and tap the transaction • Select Dispute charge • Tell us what amount you want to dispute and the reason why you want to dispute the charge. • Review your dispute request and submit it. • We will assign a case number and begin researching your dispute.

How do I dispute a purchase or report a transaction I don’t recognize on my OneCard?

Spot a charge you don't recognize? Before disputing, take a quick look. It might be easier to identify than you think.

Check the company name • The name on your transaction history might not match where you actually shopped. Some companies use a parent company name or third-party processors like Square or Toast. • Try matching the amount to a recent purchase, or do a quick web search on the name. • For example, you buy groceries at FoodPlus Market for around $100. You don't see FoodPlus Market listed, but there's an unfamiliar charge from NW Grocers LLC for the same amount. A quick search reveals NW Grocers LLC is FoodPlus Market's parent company.

Check the location • Some companies bill from their headquarters, not where you made the purchase. • Example: You used a ride service in New York City, but the charge shows up as "Ride Service San Francisco."

Check with your household • Did anyone in your household use your card or save it to a service like PayPal or Venmo? • Does the charge look like something someone in your home might buy? For example, a gaming charge if your child has a game system.

Check your digital purchases • Think back to any recent purchases through your mobile wallet, in-app or in-game buys, or digital subscriptions.

Still don't recognize it? Dispute it now. Here’s how: • Sign in to your Upgrade OneCard account dashboard • Find and tap the transaction • Select Dispute charge • Tell us what amount you want to dispute and the reason why you want to dispute the charge. • Review your dispute request and submit it. • We will assign a case number and begin researching your dispute.

How do I report my card lost, damaged or stolen?
You can report your Upgrade OneCard lost, damaged or stolen by calling us at 844-549-6010, 24 hours a day, 7 days a week.

How do I make updates to Autopay?
Making changes is quick and easy — here's how: • Sign in to your Account Dashboard and go to Payments. • Select Manage Autopay. To update Autopay: • Tap Update to start editing. • Change your payment amount, payment source, or both. • Confirm your changes. You'll get a confirmation once everything's saved. To turn off Autopay: • Tap the Autopay on/off toggle, then tap Update. • Tap Turn off to confirm. You'll get confirmation once it's done.

How do I make updates to Autopay?

Making changes is quick and easy — here's how: • Sign in to your Account Dashboard and go to Payments. • Select Manage Autopay.

To update Autopay: • Tap Update to start editing. • Change your payment amount, payment source, or both. • Confirm your changes. You'll get a confirmation once everything's saved.

To turn off Autopay: • Tap the Autopay on/off toggle, then tap Update. • Tap Turn off to confirm. You'll get confirmation once it's done.

How do I lock / unlock my card?
If you need to lock or unlock your Upgrade OneCard, Call us at (844) 549-6010 during regular business hours to lock or unlock your card.

Can I add an authorized user to my Upgrade OneCard?
Not at this time.

How do I report a transaction I don’t recognize on my Upgrade OneCard?
If you have a question about a transaction on your account, call us at (844) 633-0740.

Can I do a balance transfer to my Upgrade Card?
Balance transfers aren't available right now, but they're coming. When the feature is live, you can request one right from your Account Dashboard.

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Managing your card: Account servicing

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