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Unauthorized charges

If you see an HAQM Pay charge on your bank or credit card statement and you’re not sure where the charge came from, review your HAQM Pay orders.

  1. Click Sign in on top of the page, and then click Check your HAQM Pay orders.
  2. Sign in with your HAQM credentials.
  3. On the Activity tab, find the corresponding order or transaction, and then click Details & Support.

If you can find the corresponding transaction, but still can't figure out where it originated, you can file a claim or report fraud or acceptable use policy violation.

To file a claim or report fraud or acceptable use policy violation:

  1. Search for the transaction that matches the charge in the Activity tab, and then click Details & Support.
  2. Choose File an A-to-Z Guarantee claim or Report fraud or misuse from the dropdown menu.

Note: If the corresponding order or transaction is in the Merchant agreements tab, go to Your Account, and then click Contact us.

If you can't find a transaction that matches the charge in Your HAQM Pay Activity, you might want to consider some other scenarios.

Another person that uses the same device or credentials might have used the payment method with their HAQM account. This might have happened unintentionally (e.g. by using cached data on a computer) or assuming that you agree with the payment. Consider the following common scenarios, in case this charge resulted from one of these situations:

  • Have you or a family member purchased anything by using your card or bank account on HAQM? Certain charges on HAQM also will show as HAQM Pay on your bank or credit card statement.
  • Do you have a spouse, friend, relative, or co-worker who has access to your card number and might have used HAQM Pay?
  • Did you send a gift to someone recently, either from an HAQM website or a site that uses HAQM Pay as a payment option?
  • Did you place an order in the past for a back-ordered item that was only recently dispatched?

Otherwise there can be a risk that an unauthorized person might have used your credit card or bank data. In this case we strongly recommend that you complete the following steps:

  1. To block the payment instrument used for the transaction or to take other appropriate security measures, contact your bank or card issuer as soon as possible.
  2. To receive your money back, you need to file a chargeback with your bank or card issuer. Note, that banks or card issuers can ask you for further supporting documents like a police report or a written oath during chargeback process.
  3. Check the security of your computer, smartphone and other devices on which you have stored your payment information, and change the password of your HAQM Pay account.
  4. Add an additional level of security to your account by setting up two-step verification, also known as multi-factor authentication (MFA).
  5. To help HAQM Pay preventing further misuse of your payment method, contact us and notify HAQM Pay buyer support.

See also