What should you do if your card is stolen?
If your card is stolen, take these immediate actions:
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Log into the Joinn app
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Hover over your active Mastercard, click the Cancel button and follow the steps cancel the card to prevent unauthorized use.
Can you still use your card after reporting it stolen?
No. Once the card is canceled, it is deactivated and cannot be used for any further transactions. Any attempted transactions will be declined.
Will you be liable for transactions made with a stolen card?
Typically, if you report the card as stolen promptly and can demonstrate unauthorized transactions, you will not be held liable for fraudulent charges. However, monitor your account for suspicious activity and report any unauthorized transactions immediately by submitting a request.
How can you request a replacement card?
After canceling your stolen card, you can request a replacement card by:
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Logging into the Joinn app
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Navigate to the Spending Account section and Create Mastercard.
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Follow the steps to finalize the creation of your new debit Mastercard.
What happens to pending transactions?
Transactions that were already authorized before the card was reported stolen will likely still be processed. However, any new attempts to use the stolen card will be blocked once it is canceled.
Will canceling the stolen card affect subscriptions?
Yes. Canceling the stolen card will stop any future subscription payments tied to that card. To avoid service interruptions, update your payment details with the relevant merchants.
What should you do if you notice unauthorized transactions?
If you see unauthorized transactions:
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Submit a request immediately.
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Work with the Joinn support team to raise a dispute and recover any fraudulent charges through the standard process.
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Please note that escalating any disputes associate with your Mastercard will incur a 25 USDC fee charged by Mastercard which the cardholder is responsible for paying prior to Joinn submitting the dispute directly with Mastercard. Reaching out to the Joinn support Team directly to help resolve any issues does not incur any fees, only if it needs to be escalated to Mastercard directly.
Need additional help?
Before submitting a request, please attempt to resolve the issue independently or with the merchant first.
If you still need assistance, you can submit a request, and the Joinn Support Team will be happy to assist you.
Please note: If you request that Joinn escalate the issue directly with Mastercard, a 25 USDC escalation fee will apply. This fee must be paid by the cardholder before Joinn can submit the dispute to Mastercard.
Submit a request.