Account admins, card admins, and the user who owns the card can dispute fraudulent transactions directly from the Brex dashboard. (While this isn't possible in the mobile app experience quite yet, we're working on bringing you this capability soon).
Please note that submitting a fraud dispute will automatically cancel the card. This will help protect your information and prevent further unauthorized charges.
If your physical card was compromised, you’ll receive a replacement card with a new card number in 7-10 business days. While you wait, you can continue to use your virtual card.
Submitting a fraud dispute
Step 1: Under Card, click Transactions.
Step 2: Click the transaction you want to dispute to pull up more details on the right side.
Step 3: Select Dispute charge at the very bottom of the transaction details.
Note: If you don’t see the option to dispute a charge, please read Why can’t I dispute a charge?.
Step 4: Choose the option that best describes your situation.
Step 5: Click Continue.
Step 6: Your card will be permanently canceled and you'll be prompted to issue yourself another one. When issuing a physical card, you'll be asked to enter the best shipping address and your card will arrive within 7-10 business days. When issuing a virtual card, you'll be asked to name your card and it will be available to use immediately.
Important: Until you receive your new physical card, you can continue to use your virtual card for online purchases or at physical locations via a mobile wallet.
Step 7: You'll receive an email confirmation that the dispute is being reviewed and a status update within one to two business days.
In some cases, disputes may take up to 90-days to resolve. You will receive more information on the expected timeline for your dispute in the status update email.
Note: While disputes are being investigated, the charge will be settled alongside the rest of your balance when your Brex statement comes due. If you receive a successful conclusion of the dispute, you’ll receive a chargeback for these funds.
Account admins, card admins, and the user who owns the card can dispute fraudulent transactions directly from the Brex dashboard or app.
Please note that, to help protect your information and prevent further unauthorized charges, submitting a fraud dispute will automatically cancel the card.
If your physical card was compromised, you’ll receive a replacement card with a new card number in 7-10 business days. While you wait, you can continue to use your virtual card.
Submitting a fraud dispute
You can submit a fraud dispute either in your dashboard or your Brex app. Once submitted, you’ll receive an email with a status update within two to three business days, including an expected timeline for resolution. In some cases, disputes may take up to 90 days to resolve.
Note: While disputes are being investigated, the charge will be settled alongside the rest of your balance when your Brex statement comes due. If you receive a successful conclusion of the dispute, you’ll receive a chargeback for these funds.
In your dashboard
Step 1: In your dashboard, click Expenses > All.
Step 2: Click the transaction you want to dispute to pull up more details on the right side.
Step 3: At the bottom of the transaction details, click the three dots and select Dispute.
Note: If you don’t see the option to dispute a charge, please read Why can’t I dispute a charge?.
Step 4: Choose the option that best describes your situation and click Continue.
Step 5: Your card will be permanently canceled and you’ll be prompted to issue yourself another one.
If this is a physical card, enter the best shipping address. Your card will arrive within 7-10 business days.
If you need your card sooner than the estimated delivery date, click Physical card needed sooner to provide more detail.
If this is a virtual card, name your card. It will be available to use immediately.
Important: Until you receive your new physical card, you can continue to use your virtual card for online purchases or at physical locations via a mobile wallet.
Step 6: You'll receive an email confirmation that the dispute is being reviewed and a status update within 1-2 business days.
In your app
Note: Please make sure you’ve updated your Brex app to the latest version.
Step 1: Go to your Wallet > Latest expenses. You can also tap All expenses to view older transactions.
Step 2: Tap the expense you want to dispute and tap File a dispute at the bottom of the screen.
Step 3: Provide a reason for the dispute and tap Continue.
Step 4: Review the dispute summary and tap Continue. Provide any additional information required and submit the dispute.
From an email alert
If we detect unusual charges on your card, we’ll send you an email alert. You can then review the charge and, if necessary, submit a dispute by following these steps.
Step 1: In the email, click Open security & privacy center. If you haven’t already, this will ask you to sign into your Brex dashboard.
Step 2: You’ll be automatically redirected to your Security & privacy tab. In the Activities section, click View all.
Any potentially suspicious activity will have an alert symbol next to it on the far right. You can also click Show suspicious only to filter by activity that needs your attention.
Step 3: Click on any of the flagged transactions for more details and to address anything accordingly.