A dispute is an official procedure to challenge a transaction through the Visa payment system. If you have an issue with a transaction and cannot resolve it directly with the merchant, you may file a dispute.
 

Please note: You can submit a dispute only after attempting to resolve the issue with the merchant. The transaction must not be older than 240 days.

When You Can File a Dispute

You can file a dispute if the merchant has refused a refund and you believe the refusal is not valid.

 

Typical dispute reasons:
 

1. ATM issues

• Cash not received – The amount was debited, but the ATM did not dispense cash.
• Incorrect cash amount – The ATM dispensed less cash than was charged.
• Duplicate charge – The amount was charged twice for a single transaction.
• Transaction failed, but funds were debited.
   

2. Purchases

• Goods or services not received – You paid but did not receive the goods or services you purchased.
• Duplicate charge – The same transaction was charged twice.
• Unauthorized transaction – You did not make or authorize the transaction.
• Card stolen – The transaction was made after your card was stolen.
• Incorrect amount – The charged amount differs from the expected amount.

How to File a Dispute

Step 1. Contact the Merchant First

Before submitting a dispute, you must contact the merchant and request a refund.
 

Please note:

• Save screenshots of all communication with the merchant.
• Screenshots must be in the original language (no auto-translations).
   

Additional requirements:

• If the merchant refused a refund, keep proof of the refusal.
• If goods were not delivered, at least 30 days must have passed since the purchase date.
• If goods arrived damaged, contact the delivery service and keep photos of the damage.
   

Step 2. Contact WhiteBIT Support

Reach out to WhiteBIT Support and provide:

• Transaction ID from your transaction history.
• Screenshots of communication with the merchant, including the refund refusal.
• A detailed step-by-step description of what happened and why you are disputing the transaction.
   

For ATM transactions, also provide:

• The exact amount you attempted to withdraw.
• The amount dispensed by the ATM (if any).
• Date and exact time of the transaction.
• ATM address and/or ATM ID.
• Photo of the receipt (if available).
   

Step 3. Complete the Dispute Form

After reviewing your request, WhiteBIT Support will provide you with a dispute form to complete.

Step 4. Confirm the Dispute Fee

Submitting a dispute to Visa requires a one-time fee that may vary by case.

You must confirm your consent to the fee charge.
 

Please note: Paying the dispute fee does not guarantee a successful outcome.

Disputes for Unauthorized Transactions (Fraud)

If you notice a transaction you did not make:

1. Freeze Your Card Immediately

Block your card in the WhiteBIT app to prevent further unauthorized charges.
 

2. Reissue the Card

We recommend reissuing your card (free of charge). Only the card details will change.
 

Please note: The Block Merchant feature does not cancel subscriptions. Subscriptions can only be canceled in the app or on the website where they were originally activated.

3. Remove the Card from Payment Services

Apple Pay:

• Go to appleid.apple.com, sign in, select your device, and remove the card from Apple Pay.
• Alternatively, use Find My iPhone (icloud.com/find) to remove card data from a lost device.
   

Google Pay

• Go to android.com/find, sign in to your Google account, and lock or erase the device.
   

4. Provide Information for the Dispute

• Contact the merchant associated with the charge and request a refund.
• Provide WhiteBIT Support with screenshots of your communication.
   

Important notes:

• If the transaction was confirmed via 3D Secure (3DS), the chances of a successful dispute are significantly lower.
• If the charge is subscription-related, ask the merchant to delete your card details and cancel the subscription.

Subscription Disputes

If you canceled a subscription but were still charged:

1. Contact the merchant and request a refund.
    
2. Provide WhiteBIT Support with:

• Exact date and time of subscription cancellation.
• Transaction ID or order number.
• Proof of cancellation (e.g., confirmation email).
• Screenshots of communication with the merchant.
   

If the charge occurred after the start of a new billing period, the chances of a successful dispute are minimal.

Support

In case of any questions related to the functionality of our exchange, you can:

• Leave a request on our website;
• Write to the support email: support@whitebit.com;
• Write to the chat using the button in the lower right corner of the screen (in the upper right corner of the WhiteBIT app, click ).