If a worker notices an unauthorized or fraudulent transaction, share the following information to guide the worker through securing their account and filing a dispute:
- Lock their card
Have the worker visit the Branch app and lock their card immediately.
To lock the card:
- Navigate to the Wallet tab in the Branch app
- Tap the three dots on the top right corner of the card displayed to open the "Card Controls" menu
- Flip the toggle switch next to Lock Card and ensure it says "Locked" under the toggle to confirm the card is locked
- The Branch debit card will remain locked until they flip the toggle switch again to unlock the card
- File a dispute in-app
Direct the worker to file a dispute for all unauthorized charges in the Wallet tab of the Branch App:
- Scroll down to Transactions
- Tap on the transaction they wish to dispute to open the transaction details screen
- Scroll down to the "Actions" section
- Tap on Dispute transaction
- Repeat for all transactions (if necessary)
For help filing a dispute, the worker can reach out to Branch directly. Our Support hours of operation are Monday-Friday, 8:00 a.m. - 6:00 p.m. CT.
- Send a Chat through the app
- Tap the Account icon at the bottom of the app (icon looks like a person)
- Tap Support in the upper right-hand corner
- Select Chat
- Contact our support team at 866-547-2413 to begin the dispute filing process
What happens after the dispute is filed?
If denied, how can a worker appeal the decision?
Depending on the nature of the dispute, the worker may have the option to appeal by providing additional supporting documents to strengthen their case.
Direct the worker to file an appeal in the Account tab of the Branch App:
- View Disputes
- Select the Claim ID
- Scroll down to the "Other Actions" section
- Select “Request dispute is reopened”
How can a worker receive an update about their ongoing dispute?
All updates about a dispute are sent to the worker’s email address as soon as possible.
Workers are able to review, download, and email a duplicate of past updates if needed. Additionally, the worker can view the status of their dispute directly in the Branch app.
The steps to do so, as well as other helpful details about the dispute process, are located in Branch’s Help Center by visiting the following link: Disputes
Branch is not a bank. Banking services are provided by Lead Bank, Member FDIC and Evolve Bank & Trust, Member FDIC, which are Branch’s bank partners. The name of the bank partner for your account is listed on the back of your debit card and can also be found in the Branch App under “Your Account Information”. FDIC insurance only applies to eligible accounts should the bank holding your funds fail. Branch Mastercard Debit Cards are issued by Evolve Bank & Trust or Lead Bank, Member FDIC, as applicable, pursuant to a license from Mastercard and may be used everywhere Mastercard debit cards are accepted.