A PaychekPLUS cardholder checks the available balance after payday and notices money missing.

The transaction history may show:

• A purchase the cardholder does not recognize.
• Two charges from the same merchant.
• An ATM withdrawal even though no cash was received.
• A card-not-present online purchase.
• A restaurant charge larger than the original receipt.
• A merchant refund that never returned.
• A pending authorization that has not disappeared.
• A transfer the cardholder did not initiate.

These problems should be reported promptly, but not every unfamiliar transaction is necessarily fraud.

Some entries are temporary authorizations. Some merchants use a billing name different from their store name. Hotels, rental-car companies, restaurants, and gas stations can initially authorize amounts that differ from the final charge.

Other transactions may be genuinely unauthorized and require immediate card blocking and a formal dispute.

PaychekPLUS is a payroll prepaid-card program used by participating employers to distribute employee wages. The official PaychekPLUS site directs cardholders with card-related questions to Cardholder Services using the telephone number on the back of the card. Cardholder Services is available 24 hours a day, seven days a week.

This is an independent informational article. It is not operated by PaychekPLUS, FSV Payments, Pathward, The Bancorp Bank, Visa, an employer, or a card issuer. It cannot freeze a card, open a dispute, issue provisional credit, or recover stolen funds.

Act quickly when the card or PIN is compromised

Contact Cardholder Services immediately when:

• The physical card is missing.
• The card was stolen.
• Someone learned the PIN.
• An unauthorized purchase appears.
• An unknown ATM withdrawal appears.
• The cardholder entered information into a suspicious website.
• An authorization code was shared with another person.
• The online account email or password changed unexpectedly.
• A replacement card was requested without permission.

The Consumer Financial Protection Bureau advises prepaid-card and payroll-card users to contact the provider immediately after discovering a missing card, compromised PIN, or unauthorized charge. Waiting too long can increase the cardholder’s potential responsibility and allow further transactions to occur.

Do not wait for the employer’s HR office to investigate card fraud.

The employer can confirm payroll, but PaychekPLUS Cardholder Services handles the card account and unauthorized transaction process.

Call the number associated with the actual card

Use the Cardholder Services number printed on:

• The back of the PaychekPLUS card.
• The original card carrier.
• The authenticated online account.
• The applicable cardholder agreement.

PaychekPLUS specifically instructs cardholders to call the number on the back of their card because active PaychekPLUS programs can have different issuers and program terms.

Do not rely on a telephone number contained only in:

• An unexpected text.
• A social-media post.
• A search advertisement.
• An email claiming the account was locked.
• A website offering PaychekPLUS “fraud recovery.”
• A caller-ID display.

A scammer can imitate a support number or brand name.

Block further use before debating every transaction

When several transactions appear suspicious, the first priority is preventing additional losses.

Ask Cardholder Services whether it should:

• Block the physical card.
• Disable the PIN.
• Restrict the account.
• Issue a replacement card.
• Reset online credentials.
• Review recent login activity.
• Remove an unfamiliar device or email address.

A current PaychekPLUS cardholder agreement allows the program to suspend card use when it has reason to believe that unauthorized use of the card, PIN, or available funds has occurred.

Blocking a card does not automatically complete the dispute.

The cardholder may still need to identify each unauthorized transaction and provide additional information.

Review the transaction before reporting fraud

Write down the exact details shown in the official transaction history:

• Transaction date.
• Posting date.
• Amount.
• Merchant description.
• City or state when shown.
• Pending or completed status.
• Card purchase, ATM withdrawal, transfer, or fee.
• Whether the physical card was present.
• Whether the cardholder recognizes a similar purchase.

A merchant can appear under:

• Its legal company name.
• Parent company.
• Payment processor.
• Franchise owner.
• Abbreviated location.
• Online billing descriptor.

Search personal receipts, email confirmations, subscriptions, and digital-wallet activity before concluding that the transaction is fraudulent.

Do not contact an unknown phone number displayed beside the transaction unless its legitimacy can be independently confirmed.

Pending transactions are not always final charges

A pending authorization temporarily reserves part of the available balance.

Common examples include:

• Gas-station pump authorization.
• Hotel deposit.
• Car-rental hold.
• Restaurant authorization before the tip posts.
• Online order awaiting shipment.
• Merchant verification charge.

The pending amount may:

• Be replaced by the final charge.
• Disappear if the merchant does not complete it.
• Remain temporarily after cancellation.
• Differ from the receipt amount.

A pending transaction is not necessarily eligible for the same dispute process as a completed posted transaction.

Ask Cardholder Services whether the entry is still pending and when it is expected to expire.

The merchant may need to release the authorization when the purchase was canceled.

Restaurant totals can change after tipping

A restaurant may initially authorize the meal amount and later submit the completed total including the tip.

For example:

Meal authorization: $42
Tip: $8
Final posted transaction: $50

The cardholder might temporarily see both a pending $42 authorization and a posted $50 transaction.

That does not necessarily mean $92 was permanently charged.

Wait for the authorization to release, unless Cardholder Services or the merchant confirms that both amounts were completed.

When the final amount exceeds the signed receipt, preserve the receipt and contact the merchant before or alongside the card dispute.

Gas stations can create larger temporary holds

Paying at a fuel pump can create an authorization greater than the amount of fuel purchased.

The final fuel amount may post later, while the original hold remains temporarily.

A cardholder with limited payroll funds may avoid this by paying inside the station for a specific amount, when available.

When the fuel transaction remains incorrect after posting, record:

• Station name.
• Location.
• Date.
• Pump or receipt number.
• Actual purchase.
• Posted amount.
• Pending authorization.

Duplicate transactions can have several causes

Two similar entries may result from:

• Merchant submitted the charge twice.
• One entry is pending and the other is final.
• Cardholder retried after a declined message.
• Restaurant separated a tip.
• Online order shipped in multiple parts.
• Merchant voided one transaction but the hold remains.
• Genuine duplicate processing.
• Unauthorized repeated use.

Compare transaction identifiers, dates, and status.

Contact the merchant when both completed charges relate to one purchase.

Contact Cardholder Services promptly when the merchant refuses to correct the duplicate or the cardholder did not authorize either charge.

ATM withdrawal shown but no cash received

An ATM can debit the card account even when:

• No cash came out.
• Only part of the requested cash was dispensed.
• The ATM timed out.
• Cash became stuck.
• The machine retained the money.
• The cardholder canceled but the withdrawal posted.

Preserve:

• ATM receipt.
• ATM owner.
• Location.
• Terminal number.
• Date and exact time.
• Amount requested.
• Amount actually received.
• Fees shown.
• Any error message.

Call Cardholder Services and describe the event as an ATM cash-dispense error.

Also notify the ATM operator using the verified contact printed on the machine or receipt.

Do not repeatedly make the same withdrawal because each attempt may generate another debit or fee.

ATM owner and PaychekPLUS handle different parts

The ATM operator controls the machine, cash inventory, video, and terminal records.

PaychekPLUS or the issuer controls the card-account transaction and formal cardholder dispute.

The ATM owner may confirm that the terminal malfunctioned, but it may direct the cardholder to dispute the debit through the card issuer.

PaychekPLUS may investigate through the ATM network and operator.

Keep every case number from both organizations.

Card retained by an ATM

When an ATM keeps the card:

1. Do not leave the account unprotected while waiting for the machine owner.
2. Contact Cardholder Services immediately.
3. Ask whether the card should be blocked and replaced.
4. Contact the ATM owner.
5. Do not accept the card from an unknown person claiming to service the machine.
6. Review transaction history for activity after the card was retained.

Even if the bank says the card may be recovered later, blocking it can be safer when the card’s physical security cannot be confirmed.

Merchant refund missing

A merchant refund is different from an unauthorized transaction.

First ask the merchant for:

• Refund amount.
• Date processed.
• Original transaction date.
• Refund confirmation.
• Reference or trace number.
• Whether the payment was refunded to the original card.
• Whether the transaction was voided rather than refunded.

A void may release a pending authorization without creating a separate credit.

A completed refund may take additional processing time before appearing.

Contact Cardholder Services when the merchant confirms the refund was submitted but the credit does not appear after the expected period.

Refund sent to a replaced or expired card

A refund submitted to the original PaychekPLUS card may still reach the underlying card account after a replacement, but this should be confirmed for the specific program.

Provide Cardholder Services with:

• Original card’s last four digits.
• Replacement card information through the secure verification process.
• Merchant.
• Refund date.
• Amount.
• Refund reference.

Do not give a merchant the new card’s PIN or online password.

A merchant processing a refund to the original transaction generally does not need those credentials.

Payroll missing is not a card purchase dispute

An expected paycheck that never loaded is not the same as an unauthorized merchant transaction.

First contact the employer and ask:

• Was payroll completed?
• What net amount was sent?
• What pay date was used?
• Was it sent to PaychekPLUS?
• Did the deposit return?
• Is a trace number available?
• Was another payment method used?

Then contact Cardholder Services if the employer confirms the payroll load was sent but it does not appear.

Do not select a merchant fraud category for an employer payroll deposit that was never initiated.

Wrong paycheck amount belongs with payroll

Suppose the card received $760, and the pay stub also shows $760 net pay, but the employee expected $900.

The card account received the amount payroll sent.

The dispute concerns:

• Hours.
• Rate.
• Taxes.
• Deductions.
• Overtime.
• Benefit withholding.
• Payroll calculation.

Contact the employer’s payroll department.

PaychekPLUS generally cannot change gross wages or recalculate payroll.

PaychekPLUS dispute reporting deadlines matter

A current PaychekPLUS cardholder agreement instructs cardholders to report errors or ask questions as soon as possible. It describes a period tied to electronic or written transaction history and notes that certain unauthorized transactions may be required to be reported within 120 days after the transaction was credited or debited. The precise deadline and process should be confirmed in the agreement attached to the individual card program.

Do not interpret the maximum stated period as a reason to wait.

Immediate reporting can:

• Stop further card use.
• Preserve evidence.
• Reduce additional losses.
• Improve the chance of identifying the merchant or ATM.
• Prevent password or email changes.
• Protect upcoming payroll deposits.

What information the dispute team may request

A PaychekPLUS agreement says an error report may require information identifying the cardholder and account, an explanation of the suspected error, and the dollar amount involved.

Be prepared to provide securely:

• Name.
• Card or customer information requested through verification.
• Transaction date.
• Merchant or ATM.
• Amount.
• Reason the transaction is disputed.
• Whether the card was lost or remained in possession.
• When the issue was discovered.
• Related receipt or merchant communication.
• Police report if later requested and appropriate.
• Signed written statement when required.

Do not send a PIN, password, or login authorization code as proof that the account belongs to you.

Telephone notice may need written confirmation

Cardholder Services may open the initial case by telephone.

The applicable agreement can require the cardholder to follow up in writing or provide documentation within a specified period.

Ask:

• What is the dispute case number?
• Is a written statement required?
• What is the submission deadline?
• Where should documents be sent?
• Is a secure upload available?
• Which transactions are included?
• Should the physical card be destroyed?
• Was a replacement ordered?

Record the representative’s name or identifier and the date of the call.

Investigation and temporary credit

Federal prepaid-account protections can require a provider to investigate reported errors and, in certain circumstances, provisionally credit the disputed amount when the investigation takes longer than the ordinary initial period. The CFPB explains that eligible prepaid-card users generally have error-resolution protections and that providers may be required to credit a disputed amount during a longer investigation.

Provisional credit is not necessarily a final refund.

It can be reversed if the investigation concludes that:

• The transaction was authorized.
• The merchant provided valid evidence.
• The ATM dispensed the funds.
• The claim duplicated another refund.
• The reported facts were inaccurate.
• Another exclusion applies under the agreement.

Do not spend provisional credit as though the dispute has permanently closed until the final decision is received.

A denied dispute should include an explanation

When a dispute is denied, ask for:

• Final decision date.
• Reason for denial.
• Evidence relied upon.
• Merchant or ATM information.
• Whether documents can be requested.
• Reconsideration or appeal procedure.
• Deadline for additional evidence.
• Whether the replacement card remains active.

Possible evidence can include:

• Chip or PIN transaction data.
• Digital-wallet token.
• Merchant receipt.
• Delivery confirmation.
• ATM terminal record.
• Account login.
• Prior authorized relationship with the merchant.

A PIN being used can be relevant evidence, but it does not automatically prove that the cardholder personally made the transaction.

Report a stolen or compromised PIN promptly.

Unauthorized recurring subscription

A cardholder may recognize the merchant but dispute continued recurring charges.

Examples include:

• Streaming subscription.
• Trial converted to paid service.
• Fitness membership.
• App subscription.
• Software.
• Delivery service.
• Online membership.

First cancel through the merchant and preserve confirmation.

Ask whether:

• The charge occurred before cancellation.
• The merchant disclosed automatic renewal.
• Another billing period was already underway.
• A cancellation number exists.
• Future charges can be blocked.

A card replacement does not always guarantee that recurring transactions will stop because payment networks can provide updated card credentials to some participating merchants.

Tell Cardholder Services that the issue involves a recurring merchant and ask how future attempts will be handled.

Digital wallet transaction

A PaychekPLUS card can potentially be used through a supported digital wallet or tokenized payment service.

An unfamiliar transaction may result from:

• Card added to someone else’s wallet.
• Compromised device.
• Shared device account.
• Stolen login.
• Card credentials captured online.
• Token retained after physical card replacement.

When reporting the transaction, mention whether the card was ever added to:

• Apple Pay.
• Google Wallet.
• Samsung Wallet.
• Merchant wallet.
• Another payment application.

Remove the card from compromised devices and change the device-account password.

Card-not-present online fraud

An online transaction can occur without the physical card.

The fraudster may have obtained:

• Card number.
• Expiration date.
• Security code.
• Billing address.
• Account access.
• Stored merchant credentials.

The cardholder can still possess the original card.

Tell Cardholder Services that the physical card remains in possession but the account credentials may be compromised.

A replacement card is often necessary because simply changing the PIN does not change the card number used online.

PIN fraud

A PIN can be compromised through:

• ATM skimmer.
• Fake keypad.
• Shoulder surfing.
• Sharing with another person.
• Written PIN stored beside the card.
• Phishing call.
• Counterfeit support website.

After suspected PIN compromise:

• Stop using the card.
• Contact Cardholder Services.
• Change the PIN through an official channel if permitted.
• Review all ATM and PIN-purchase transactions.
• Inspect recent ATM locations.
• Request replacement when advised.

Do not use a PIN based on easily guessed information such as birth year or repeated digits.

Employer should not request the PIN

The employer may distribute the PaychekPLUS card and send payroll to it.

The employer does not need the employee’s PIN to:

• Submit wages.
• Confirm a payroll amount.
• Change future direct deposit.
• View its payroll file.
• Correct hours.
• Process a final paycheck.

A manager asking for the PIN, card security code, password, or authorization code should be treated as a serious security concern.

Verify the request through the employer’s HR department and notify Cardholder Services when credentials may have been exposed.

Authorization-code phishing

The official PaychekPLUS login can send an authorization code to the email address on file as an extra security step. The official help page states that the code is entered during the login process and that shared or public devices should not be remembered.

A fraudster may call while attempting to log in and say:

• “I am PaychekPLUS support.”
• “Read me the code to verify the account.”
• “The code will cancel a transaction.”
• “We need it to unlock your payroll.”
• “Your employer requested this verification.”

Do not share the code.

A live authorization code can let the caller complete a login attempt.

PaychekPLUS says it will not request sensitive information by unsolicited email

The privacy information associated with the prepaid portal states that sensitive information such as a Social Security number, personal identification data, password, PIN, or account number will not be requested through an unsolicited email.

Be suspicious of emails asking the cardholder to:

• Reply with card information.
• Open a login attachment.
• Confirm the PIN.
• Upload identity documents to an unknown domain.
• Transfer funds to prevent fraud.
• Install remote-access software.

Open the official site independently or call the number on the card.

“Move your money to a safe account” is a scam warning

A supposed fraud agent may claim the card balance must be transferred to:

• Another prepaid card.
• A bank account controlled by “security.”
• Cryptocurrency.
• Gift cards.
• A payment application.
• A government account.

Legitimate fraud protection does not require transferring payroll funds to a stranger’s account.

Cardholder Services can block or replace the card within the actual program.

End the call and contact the official number independently.

Lost phone with PaychekPLUS access

When a phone containing the PaychekPLUS app, saved password, or email authorization codes is lost:

1. Lock or erase the phone remotely when available.
2. Change the email password.
3. Change the PaychekPLUS password through the official process.
4. Contact Cardholder Services.
5. Review recent transactions.
6. Remove the device from remembered or trusted access when possible.
7. Contact the mobile carrier if the SIM may be compromised.

A physical PaychekPLUS card can remain safe while online access is exposed through the lost phone.

Account email changed without permission

An unknown email change can allow a fraudster to receive security codes and password-reset messages.

Contact Cardholder Services immediately.

Ask to verify:

• Current email.
• Recent account changes.
• Recent login devices.
• Password reset history.
• Mailing address.
• Replacement-card requests.
• Recent transfers.
• Phone number.

Do not attempt repeated password resets when the reset messages are going to an unknown address.

Account locked after fraud attempt

The official help page says repeated incorrect login information can lock the account and instructs users to call the number on the back of the card for assistance.

A lock can protect the account after someone attempts access.

Do not pay an outside service to unlock it.

Use the official recovery and Cardholder Services process.

Save evidence before it disappears

Preserve:

• Screenshots of transaction history.
• PaychekPLUS case number.
• Merchant receipts.
• Cancellation confirmation.
• ATM receipt.
• Refund confirmation.
• Suspicious email or text.
• Caller telephone number.
• Date credentials were exposed.
• Police report when appropriate.
• Final dispute determination.
• Replacement-card confirmation.

Do not alter screenshots or create fake receipts.

Keep evidence in a secure location because the account interface may later display a shortened history or changed transaction status.

Do not publicly post the card transaction screen

A transaction screenshot can reveal:

• Available payroll balance.
• Cardholder name.
• Last card digits.
• Employer payroll deposits.
• Merchant locations.
• Travel patterns.
• Customer ID.
• Account information.

Redact unrelated information before sharing it with an authorized adviser.

Never post the full card, back security code, or dispute documents on social media.

Who should handle each problem?

Contact the employer about:

• Missing paycheck.
• Wrong payroll amount.
• Incorrect hours.
• Overtime.
• Tax or benefit deduction.
• Whether payroll was sent.
• Changing future wage delivery.

Contact PaychekPLUS Cardholder Services about:

• Lost or stolen card.
• Compromised PIN.
• Unauthorized purchase.
• ATM debit without cash.
• Duplicate posted transaction.
• Missing card-account refund.
• Unknown transfer.
• Online-account takeover.
• Replacement card.
• Formal dispute.
• Provisional credit.
• Dispute decision.

The official PaychekPLUS contact page states that Cardholder Services is available around the clock through the number on the card.

Contact the merchant about:

• Cancellation.
• Refund.
• Incorrect purchase amount.
• Duplicate merchant submission.
• Subscription.
• Goods or services not received.
• Hotel, restaurant, rental, or gas-station authorization.

Contact the ATM operator about:

• No cash dispensed.
• Partial cash.
• Card retained.
• ATM malfunction.
• Terminal receipt.
• Operator surcharge.

Contact the CFPB when appropriate

The CFPB accepts consumer complaints about prepaid accounts and provides educational information on prepaid-card fraud and error-resolution rights. Current PaychekPLUS fee disclosures also direct consumers to the CFPB for prepaid-account complaints.

A CFPB complaint is not a substitute for promptly reporting the transaction to Cardholder Services.

Begin the card dispute first.

Useful unauthorized purchase report

“I do not recognize the completed $184.27 transaction listed as [exact merchant description] on August 3. The physical PaychekPLUS card is still in my possession, and I did not authorize another person to use it. Please block further unauthorized activity, open a dispute, and confirm whether a replacement card is required.”

Useful ATM dispute report

“On August 2 at approximately 6:40 p.m., I attempted to withdraw $200 from the ATM at [location]. The machine dispensed no cash, but my PaychekPLUS transaction history shows a completed $200 withdrawal and fee. I retained the ATM receipt. Please open an ATM cash-dispense dispute.”

Useful duplicate charge report

“My PaychekPLUS account shows two completed $76.40 charges from the same merchant on August 1. I made one purchase, and the merchant has confirmed that only one transaction should remain. Please review the duplicate posted charge and explain the dispute documentation required.”

Useful missing refund report

“The merchant issued a $129.99 refund to my PaychekPLUS card on July 24 and provided refund reference [reference]. The credit has not appeared in my transaction history. Please confirm whether the refund is pending, rejected, or unmatched.”

Useful account takeover report

“My PaychekPLUS account email was changed without my authorization, and I can no longer receive login codes. Please restrict the account, review recent profile changes and transactions, restore the verified contact information, and advise whether the card must be replaced.”

These messages provide specific facts without disclosing the PIN, password, or authorization code.

Final point

A PaychekPLUS transaction problem should be classified correctly before it is reported.

A missing or incorrect paycheck belongs first with the employer.

An unauthorized card purchase, ATM cash error, unknown transfer, stolen card, or compromised PIN belongs with PaychekPLUS Cardholder Services.

A canceled order or missing merchant refund should also be documented with the merchant.

When suspicious activity appears:

1. Call the official number on the card immediately.
2. Block the card or account when advised.
3. Review every recent transaction.
4. Identify whether each entry is pending or completed.
5. Record exact dates, amounts, and merchant descriptions.
6. Open the correct dispute.
7. Provide written confirmation when required.
8. Preserve receipts and case numbers.
9. Treat provisional credit as temporary until the final decision.
10. Never share a PIN, password, or login authorization code.

This independent website does not freeze PaychekPLUS cards, submit disputes, issue refunds, provide provisional credit, or collect transaction information.

Sources Consulted

This article was researched using the official PaychekPLUS contact, login-help, account-security, privacy, dispute-resolution, savings, and current cardholder-agreement materials. Current Consumer Financial Protection Bureau resources concerning payroll cards, prepaid-card error resolution, unauthorized transactions, provisional credit, cardholder agreements, and consumer complaints were also reviewed. Because active PaychekPLUS programs can use different issuers and agreement versions, cardholders should verify the terms attached to their individual card.