How to dispute a card transaction and request a chargeback

Have you noticed a card transaction on your N26 bank account statement that you don’t recognize? Did you place an order online, but never receive it? Read on to find out how to request a chargeback in these instances..

Simply put, a chargeback is the return of a card payment to a customer by the merchant following a transaction dispute. The chargeback is paid out once the transaction dispute is successfully resolved in favor of the customer.  

N26 offers a chargeback service through Mastercard, which allows you to dispute transactions made by someone other than yourself, or when a mistake occurs on the merchant’s part. For example, if you ordered goods online and didn’t receive them by the expected delivery date, you may be eligible to file a chargeback to request your money back.

You can dispute a transaction from your N26 mobile app, or the N26 WebApp. 

1. Go to the Home tab, and select the transaction you want to dispute 
2. Tap There’s something wrong and follow the steps provided. 

• If your dispute is about an unauthorized transaction, you’ll need to block and reorder your N26 card to prevent further fraud before we can process your request. You’ll be guided through the steps in your N26 app.  
• If you select a transaction but the ‘There’s something wrong’ button doesn’t appear, this means that the transaction is still in authorization. In this case, you’ll need to wait until the charge becomes a presentment. Read this article (new tab) to learn about the difference between authorizations and presentments.
• If you’ve already closed your N26 account and no longer have access to the N26 app, you’ll need to contact customer service from your registered email address at support@n26.com (new tab).
• You can now monitor the progress of your transaction dispute through your N26 app, without having to contact our Customer Support. Once you initiate a chargeback request, a banner related to the process will appear on your app's homescreen. Simply tap on Check dispute request and you'll be taken to a new page where you can track all the stages of your dispute, from start to finish.

To make things easier, we’ve compiled a list of frequently asked questions about chargebacks (new tab).