There's a transaction I don't recognise, what should I do?
Finding a transaction you don't recognise can be worrying. Don't panic – there is often a simple explanation. It's important to act quickly but calmly to identify the payment and take the right action.
Step 1: Check the Transaction Details First
Before assuming the worst, take a moment to investigate the payment.
Merchant name quirks: Statements often show a legal or parent company name (e.g. “Alphabet” instead of “Google”). A quick search usually clarifies it.
Think about your recent activity.
Have you recently started a free trial that has now converted into a paid subscription?
Is this a recurring payment (like a subscription or insurance) that you may have forgotten about?
Shared cards & wallets: Could a family member, joint account holder, or a device-linked wallet (Apple/Google Pay) have used the card
Timing effects: Some transactions are delayed or show as pending first. Petrol pumps, hotels and online services may place pre-authorisations that later adjust.
Step 2: Identify Which Account Was Used
The Updraft app can show you payments from different sources. It's crucial to identify where the transaction originated.
Is it a repayment for your Updraft loan? If the entry is a repayment to Updraft and the date or amount looks wrong, check your schedule in the app, then contact us in the in-app chat immediately.
Is it a payment from a linked bank account or credit card? The app displays read only data from your linked accounts. If the unfamiliar item is on your bank account or credit card, you must contact that bank/card provider directly. They can freeze the card, investigate and refund where appropriate. Their fraud number is on the back of the card and in their app.
Step 3: If You Still Suspect Fraud
If you have completed the checks above and you still believe the transaction is fraudulent, you must act immediately.
If the fraud relates to your Updraft loan or account: Contact our dedicated fraud team immediately, at fraud@updraft.com.
If the fraud is on another bank card or account: Contact that provider's fraud department using the number on the back of your card. Ask them to freeze the card and review recent activity.
Report it: For certain scams, you may wish to report to Action Fraud (England/Wales) after speaking to your bank.
For a full guide on what to do in a fraud situation, please read our FAQ: "What should I do if I believe I am a Victim of Fraud?"
Helpful tips
Don’t share security codes or full passwords with anyone. We will never ask for them.
Update passwords on any account you think might be compromised and enable two-factor authentication.Keep evidence: Note dates, amounts, screenshots and any messages you received — this speeds up investigations.