What do I do if I see a transaction I didn't authorize on my account?
Zip is here to protect you if purchases are made without your authorization.
Please Contact Us and provide the date, amount, and line item description so we can identify and reverse the transaction. The more info you can provide, the better we can investigate.
You will want to work with your card issuer to cancel your card ASAP if it is compromised.
What do I do if my card was used without my permission?
If your card was used on Zip without your permission, please contact us for help.
Use the contact form above if your card was used and you never used Zip before or if your card was used without your permission. This form can also be used if you never heard of Zip but still see a charge on your card statement.
If you have made a purchase and are waiting for a refund, please see how refunds work.
Why am I seeing duplicate charges on my card?
Occasionally, you might notice what appears to be a duplicate charge for a Zip order that was successfully placed. Rest assured, the duplicate charge is likely just a pending charge which will disappear in a few days. Take a look below to learn more:
- If you successfully place a Zip order and it’s immediately followed by an unsuccessful Zip order attempt, this could cause what appears to be a duplicate charge.
- If Zip’s system is unable to successfully capture the funds to cover your first installment, and then succeeds soon after, this could cause what appears to be a duplicate charge.
Keep in mind that duplicate pending charges typically drop off within two business days, but may occasionally take up to 13 days.
Please note: Refunds may take longer with some merchants, but will never exceed 21 days.
Why was I charged for an order that I canceled or did not complete?
Similar to duplicate charges, you will not be charged by Zip for an order that was canceled or that you did not complete. Take a look below to learn more:
- If multiple purchase requests are made, even if there is not a successful Zip order placed, this may cause what appears to be a pending charge.
Keep in mind that pending charges for canceled or incomplete orders typically drop off within two business days, but may occasionally take up to 13 days.
Please note: Refunds may take longer with some merchants, but will never exceed 21 days.
If you notice a pending charge that fully posts to your account, please contact Zip's support team and we would be happy to look into the charges further.
How do I avoid scams and phishing attempts on social media?
Protect your information
Phishing is a scamming tactic used by cybercriminals to steal your personally identifiable information such as credit cards, debit cards, social security numbers, and more. Often phishing attempts will pose as companies you do business with. Get familiar with how to spot a phishing attempt:
Protect Yourself
When you notice an unusual message from a company you do business with, don't click links you are not familiar with.
Your personal information will never be requested this way. A legitimate company will never email, call, or send you a direct message to ask for your credit/debit card information or social security number.
If it looks too good to be true, it probably is. Protect yourself and your family from scams.
Research
You may have heard about scams or phishing attempts where someone will contact you through your Facebook or Instagram account, pretending to be Zip.
Don't give them any personal information. If you are unsure, hang up and call Zip customer service at 1-888-274-3159.
How will I know if this is happening to me?
If the sender or caller requests sensitive information like your social security number or credit/debit card information - that’s a red flag! 🚩
Where can I find out if the contact info from your company is legitimate?
You can find out more on our website, or directly via the Zip app! Or you can call us on1-888-274-3159.
Why is my information being phished?
Scammers try to impersonate email addresses, phone numbers, and social accounts from legitimate companies to trick you into giving your personally identifiable information to allow them to perform fraudulent activities such as identity theft or taking funds from your bank account.
How do I stop this?
Be wise. Make sure you properly identify who you’re engaging with from the sender’s email address or account name. Take a moment to do some research and confirm that the contact information matches the legitimate company’s info.
Next, remember to not click on any links or provide sensitive information like your social security number and credit/debit card numbers.
Finally, report this as spam for suspicious activity to the provider that operates your email account from receiving these messages, report the impersonator account, and block them.
In addition, you can make fraud claims at ftc.gov/complaint.