How to dispute a card transaction and request a chargeback

Have you noticed a card transaction on your N26 bank account statement that you don’t recognize? Did you place an order online, but never receive it? Read on to find out how to request a chargeback in these instances..

A chargeback is the return of a card payment to a customer by the merchant following a transaction dispute. This happens when the dispute is resolved in your favor.

N26 offers a chargeback service through Mastercard. You can use this service if someone else made a transaction with your card or if a merchant made a mistake. For example, if you ordered something online and didn’t receive it by the expected delivery date, you may be eligible to file a chargeback to request your money back.

You can dispute a transaction from your N26 mobile app, or the N26 WebApp. 

1. Go to the Home tab, and select the transaction you want to dispute 
2. Tap There’s something wrong and follow the steps provided. 

As your card details may be compromised, we always recommend that you block your card to avoid further charges.

If your dispute is about an unauthorized transaction, we will automatically block your card when you request a chargeback. However, you can also terminate your card yourself to protect your account. While this is optional, we strongly recommend it.

After submitting your dispute/chargeback you will be redirected to the cards tab to order a new card for free; but you can always reorder the card later on. To do so, follow these steps: 

1. Once you're on the cards tab, click on get a replacement.
2. Now you will be able to Customize your card
3. You can choose the design of your card, edit and/or confirm your delivery details and delivery method. If you choose a standard delivery method, you will get a card for free. If you choose to do an express delivery, then you will need to pay 25EUR.
4. Review and confirm. 

Note that if you reorder the card before requesting a chargeback, you will need to pay for it.  

• If your dispute is about an authorized transaction, there is no need to block the card. Therefore, if you decide to do so, you will have to pay to replace your current N26 card. If you select a transaction but don’t see the There is something wrong button, it means that the 120-day window in which the filing must take place has passed.
• If you’ve already closed your N26 account and no longer have access to the N26 app, you’ll need to contact customer service from your registered email address at support@n26.com (new tab).
• You can now track your transaction dispute directly in the N26 app. After you initiate a chargeback request, click on the transaction to see the status and track the progress of your dispute from start to finish by selecting check dispute request.

To make things easier, we’ve compiled a list of frequently asked questions about chargebacks (new tab).