Complaints

If you have discovered payments in the Fidoo app that you did not make yourself, it is likely that your card details (card number, CVC code, expiry date) have been stolen and used by someone else to make a purchase. Once the card has been saved and all security features of the card have been completed, the merchant no longer requires further authorization, so there may be more of these transactions on your account.

This can happen, for example. in the event of a breach of security rules, more information on security issues can be found here: Fidoo Security.

1. Double-check that the payment was not actually made by you or someone close to you (co-worker, family, etc.). If not, block the card immediately.
2. Contact the merchant where the payment was made and describe the situation. In most cases, merchants respond quickly and you will get your money much faster.
3. If you are unable to reach the merchant or if they do not respond, please contact us using the form above.
4. Please attach a completed Unauthorized Transaction Complaint document to the attachments. If there are multiple transactions, fill them all in the List of Claimed Transactions document and attach them to the form as well.

• You have probably come across a dynamic currency conversion called. DCC. This conversion can be seen by seeing the offer to convert to Czech crowns on the display when withdrawing from an ATM or paying abroad at the merchant’s terminal. The exchange rate is set by the terminal operator and is usually very unfavourable for the customer. In most cases, the ATM/terminal will alert you to this conversion in advance and we recommend that you refuse this service, especially due to the unfavourable exchange rate.

If the amount charged in the Fidoo app and the amount on the receipt differ, there is probably an error in the transaction processing. Contact us and together we will solve the problem.

1. Wait at least 8 calendar days to see if the transaction is cleared (the date of clearing will appear in the transaction detail and the block flag will disappear).
2. Contact the merchant where the payment was made and describe the situation. In most cases, merchants respond quickly and you will get your money much faster.
3. If you are unable to reach the merchant or if they do not respond, please contact us using the form above.
4. Please attach a completed ATM Withdrawal and Processing Error Complaint document to the attachments, also attach evidence in the form of e.g. orders, communication with the merchant or your messages if the merchant does not respond.

1. If you discover that your card has been stolen or lost, permanently block it immediately. You can do this at any time using the mobile or web app.
2. Contact us using the form above.
3. Please attach a completed Unauthorized Transaction Complaint document to the attachments. If there are multiple transactions, fill them all in the List of Claimed Transactions document. In the event of theft, please also attach a document obtained from the police to the form.

• This situation mostly concerns hotels and car rental companies. Car rental companies charge additional fees, e.g. for a late return, damaged vehicle or a traffic fine. In the case of hotels, it is mainly extra hotel services such as minibar, room cleaning. The merchant may charge these fees according to their terms and conditions and this is not a claimable transaction. If you feel that these are not the cases mentioned above, please do not hesitate to contact us.

  1. Initially, contact the merchant where the payment was made and describe the situation to them. In most cases, merchants respond quickly and you will get your money much faster.
  2. If you have not been able to reach the merchant or if they do not respond, please contact us using the form above.
  3. Please attach the completed Unauthorised Transaction Complaint document, and attach evidence in the form of e.g. confirmation of the booking and communication with the merchant or only your messages if the merchant does not respond.

1. Contact us using the form above.
2. Please attach a completed ATM Withdrawal and Processing Error Complaint document to the attachments. Please also include your ATM receipt if the ATM issued one.

1. Contact us using the form.
2. Describe in detail what happened to you. If you see any error message, please attach it to the form.

1. Contact us using the form.
2. Describe in detail what happened to you.