What should I do if there is an unauthorized transaction on my debit/credit card?

If you do not recognize a transaction or payment method in your wallet, please complete the following actions as soon as possible: 

1. Ensure that no one else knows the PIN for your RockWallet as your PIN is required to complete transactions.

2. Contact RockWallet Support and provide us with the following information: 

  • The charge amount 
  • The charge date and time 
  • A screenshot of the bank statement showing the unauthorized charge, with all sensitive information blocked out except for your full name and the last 4 digits of the card 

To prevent further unauthorized transactions, please complete the following actions: 

3. Ensure your device is free of any suspicious apps that were not installed using official channels (Apple App Store/Google Play Store), as these apps may contain malicious code that log and steal payment information.

4. Ensure you are using a unique PIN and that it is not shared with any other app/services