If you see a transaction on your Wayex account that looks wrong, was not authorised by you, or you don’t recognise the merchant, don’t worry. We’re here to help.
Here’s how to lodge a dispute quickly and securely 👇
What qualifies for a dispute?
You can dispute a transaction if:
You didn’t authorise the charge
You were charged the wrong amount
You didn’t receive the goods or services you paid for
The transaction appears more than once
You’ve cancelled a subscription or service, but still got charged
Note: If you're unsure about a charge, we recommend contacting the merchant first. Many issues can be resolved faster that way.
How to lodge a dispute
Step 1: Check the transaction
Go to your Wayex app → View Recent Activity → Tap View All → find the charge you want to dispute. Make sure to note the date, amount, and merchant name.
Step 2: Prepare your details
Before contacting us, please have the following ready:
A screenshot of the transaction in your Wayex app
The exact time and date of the transaction
The name of the merchant
A short explanation of what went wrong
Any supporting documents (e.g. emails, receipts)
Step 3: Contact Support
You can start your dispute by contacting us via:
Live Chat in the Wayex app or on our website
Or email: support@wayex.com
Please include all the details above so we can investigate as quickly as possible.
What happens next?
We’ll review your dispute and send you next steps.
Some cases may be resolved quickly, while others may take longer (especially if we need to involve third parties or our banking partners).
If needed, we may ask you to provide a formal statement or additional documents.
Once your case is closed, you’ll receive a resolution update by email.
Your security matters
Wayex is committed to protecting your funds. All disputes are handled with strict security, compliance, and transparency standards. Please be respectful to our support team as they work with you.
Need help now?
Contact our 24/7 live chat or email support@wayex.com. We’re here for you.