If you notice a charge you don’t recognize or there’s an issue with a transaction, you can file a dispute from your Mercury dashboard or mobile app. Our Disputes team will review your case and guide you through the next steps.
This article explains which transactions are eligible and how to submit a dispute.
What types of transactions can be disputed?
In order to successfully file a card dispute, the transaction must meet our eligibility requirements:
- Transactions must be completed and settled before they’re eligible for dispute. Pending, canceled, blocked, or failed transactions can’t be disputed because the funds haven’t fully left your account.
- We’re unable to accept disputes for state, federal, or court-ordered transactions, including (but not limited to) levies, garnishments, child support payments, or tax payments.
- Business transactions must be reported to Mercury within 60 days of the transaction settlement date to be eligible to dispute. For additional information on dispute reporting timeframe requirements, please refer to the applicable Terms of Service agreements.
- Internal transfers between your Mercury accounts, wire transfers, and other non-card or non-ACH-Pull transactions aren’t eligible for disputes through the self-service flow. For assistance, please reach out to our support team.
If you need to file an ACH pull dispute, review the steps outlined here.
How to dispute a card transaction
If the issue is not related to an unauthorized transaction, we recommend contacting the merchant first. Merchants can often resolve billing errors, subscription issues, or product concerns more quickly than the formal dispute process. If we need to file a chargeback on your behalf, the Mastercard chargeback process can take up to 90 days.
If you’re unable to resolve the issue directly with the merchant, or if the charge was unauthorized, you can file a dispute in your Mercury dashboard or mobile app.
- Go to your Transactions page on web or mobile app
- Use filters to locate the transaction you want to dispute and click on it to open the transaction details
- Click on the flag icon in the bottom left of the transaction details card to dispute the transaction
- If you don't see the flag button, ensure the transaction is eligible for a dispute
- Follow the prompts to submit your dispute
- If your dispute is eligible to include multiple transactions, you’ll have the option to add additional transactions after completing the initial prompts
- If your dispute is eligible to include multiple transactions, you’ll have the option to add additional transactions after completing the initial prompts
Do I need to cancel my card?
Whether you need to cancel your card depends on the type of dispute:
- Unauthorized charge: If you suspect unauthorized card activity or notice a charge you didn’t authorize, cancel your card to prevent additional charges.
- Billing dispute or merchant disagreement (e.g., incorrect charge amount, undelivered goods or services, recurring subscription charged after cancellation, goods or services that don't match their description): You do not need to cancel your card.
What happens after you file
After you submit your dispute, a member of our Disputes team will review your case and follow up by email.
- The Disputes team communicates via email only. Updates, next steps and requests for additional information will come through via email.
- To respond to your investigator or provide additional information, reply to the confirmation email you received after filing or directly to the email from your assigned investigator.
Requests for further information
If we need more details to process your dispute, we'll contact you by email — either to the address on file or directly in reply to your original dispute confirmation email. We can only send and receive communications through verified email addresses associated with your account.
You can also check the status of your dispute in the disputed transaction widget on your home screen. If the status shows "On hold, information needed," check your email and respond as soon as possible.
Per internal and Mastercard network guidelines, if we don't receive a response by the deadline communicated via email, your dispute will be moved to an ineligible status and cannot be reopened — even if information is submitted later.
Note: We may need to file a chargeback to attempt recovery. The Mastercard chargeback cycle is a structured, multi-stage process that moves through phases of evidence submission and review. As we are strictly bound by the Mastercard Rules and Transaction Processing Guidelines, we must adhere to specific timelines and evidentiary standards at every step. Please keep in mind that filing a chargeback is not a guarantee of a refund, as the final decision rests on the validity of the provided evidence and the network’s specific guidelines.
Canceling or checking the status of a dispute
Once a dispute has been filed, you can manage disputes from your Mercury dashboard on web. You can read more about dispute statuses here.
The Mercury Debit Cards are issued by Choice Financial Group and Column N.A., Members FDIC, pursuant to licenses from Mastercard. The IO Card is issued by Patriot Bank, N.A., Member FDIC, pursuant to a license from Mastercard International Incorporated.