Cardholder Support & Transaction Lookup

Please check the transaction date, amount, currency, and billing descriptor on your card statement, and review your email receipts, in-app order history, or whether a family member authorized the purchase. The billing descriptor may display the merchant’s brand name or an approved payment descriptor. Never send your full card number (PAN) or CVV security code via general email, telephone, Telegram, or WhatsApp.

If you authorized the transaction but have questions regarding the product, digital item, delivery, service quality, cancellation, or refund, please contact the selling merchant first using the support channels listed on the merchant’s website, mobile application, receipt, or order confirmation. The selling merchant is responsible for its terms of sale, fulfillment, and refund decisions.

Upon receiving sufficient transaction reference details, Cropay can assist in identifying the merchant, forwarding your inquiry, or checking the payment processing status, but cannot substitute for the merchant’s product or service determination or guarantee a refund. Approved refunds remain subject to your issuing bank’s posting timelines.

If you do not recognize a transaction, lost your card, experienced a credential breach, or suspect fraudulent use, contact your issuing bank immediately to block or replace your card and file a formal dispute within your issuer’s required deadline. Do not miss your issuing bank’s dispute window while waiting for a response from the merchant or Cropay. Report the matter to local law enforcement where appropriate.

• Your name and a reply email address or telephone number.

• Transaction date, amount, currency, and exact billing descriptor shown on your statement.

• Merchant name, website URL or app name, and the order ID or transaction reference number.

• Dates, channels, and outcomes of any prior attempts to contact the selling merchant.

• The nature of your inquiry and the assistance requested.

Provide masked card digits (such as the first 6 and last 4 digits) only when specifically requested through an approved channel; never provide the middle digits of your card, full expiration date, CVV/CVC code, SMS one-time passwords, account passwords, or online banking credentials.

Cropay does not provide unconfirmed automated recurring billing or self-serve subscription management products. Cropay’s own merchant annual fees require explicit merchant confirmation prior to renewal before a one-time deduction is processed. Any membership, VIP pass, or digital content package offered by an end merchant must be clearly disclosed and managed by that merchant in accordance with its terms of sale.

You may contact Cropay at Steven@cropay.com or +852 6441 9432 in accordance with our Complaints & Dispute Handling Policy. Personal data submitted for transaction lookups is used solely to handle your inquiry, manage risk, and resolve disputes as described in our Privacy Policy & Personal Information Collection Statement.