I have a problem with a payment that’s come out of my account
If a payment has come out of your account and you’re not sure what it is, try our tool to help identify it.
If your payment is ‘pending’, it’s still being processed and we can't help until it's come out of your account. Please wait until the payment has gone through before you contact us.
Did you, or a joint account holder, make this payment?
What is the problem with the payment?
Is it a recurring payment? (These are often for online subscriptions - not a Direct Debit or standing order).
You might have agreed to this in an app, or it could be something that started after a free trial finished. Check any subscriptions you might have.
If there’s a problem with something you bought using your debit card, speak to the company or retailer first.
If that doesn’t solve the problem, we might be able to help you if:
- The amount is wrong
- You haven’t received the goods or services
- The company stopped trading before they delivered your goods or services
- The goods or services are defective, or don’t meet the written description
- You cancelled a payment with a company and they’ve taken another one.
You can only dispute some payments within 120 days, starting from the date you paid for it. Make sure you tell us as soon as possible if you need our help.
Any help we offer is governed by the Visa Europe cardholder chargeback terms and conditions. They don’t affect your legal or statutory rights.
Report a problem with something bought using your debit card
Report the problem using the Barclays app:
- Select the payment in the app
- Choose ‘Help with this transaction’
- Select ‘Report problem’, then ‘Dispute transaction’.
If you don’t have the app, call us on 0800 389 16521 if you’re in the UK or +44 160 452 94101 if you’re outside the UK. We’re here 24 hours a day, 7 days a week.
1To maintain a quality service, we may monitor or record phone calls. Call charges.
What was the payment for?
If there’s a problem with something you bought using your debit card, speak to the company or retailer first.
If that doesn’t solve the problem, we might be able to help you if:
- The amount is wrong
- You haven’t received the goods or services
- The company stopped trading before they delivered your goods or services
- The goods or services are defective, or don’t meet the written description
- You cancelled a payment with a company and they’ve taken another one.
You can only dispute some payments within 120 days, starting from the date you paid for it. Make sure you tell us as soon as possible if you need our help.
Any help we offer is governed by the Visa Europe cardholder chargeback terms and conditions. They don’t affect your legal or statutory rights.
Report a problem with something bought using your debit card
Report the problem using the Barclays app:
- Select the payment in the app
- Choose ‘Help with this transaction’
- Select ‘Report problem’, then ‘Dispute transaction’.
If you don’t have the app, you can call us on 0800 389 16521 if you’re in the UK or +44 160 452 94101 if you’re outside the UK. We’re here 24 hours a day, 7 days a week.
1To maintain a quality service, we may monitor or record phone calls. Call charges.
If you feel someone tricked you into making a payment, it could be a scam. Scammers impersonate people and organisations you trust - using emails, phone calls, and texts that seem genuine.
To report a scam, call us straight away:
- Personal - call us on 03457 345 3451 if you’re in the UK or +44 24 7684 20991 if you’re outside the UK. We’re here Monday to Friday from 8am to 8pm, Saturdays from 9am to 5pm and closed on Sundays
- Premier - call us on 0800 924 73651 if you’re in the UK or +44 161 869 80121 if you’re outside the UK. We’re here 24 hours a day, seven days a week
- Business - call us on 0345 605 23451 if you’re in the UK or +44 24 7684 20911 if you’re outside the UK. We’re here Monday to Friday from 8am to 8pm and closed on weekends.
1To maintain a quality service, we may monitor or record phone calls. Call charges.
If your flight hasn’t been cancelled, but government or local restrictions state you can’t travel, you’ll need to contact your flight provider.
If your flight has been cancelled, and you haven’t been refunded, we might be able to help.
- Speak to your trip provider or travel agent - they might be able to refund you, or offer some suitable alternatives. This could be quicker and easier than making a claim.
- If the company you paid has stopped trading, your booking might be covered by a ‘bonding authority’ like ATOL or ABTA. Contact the bonding authority first, and make a claim through them if you can. They should be able to give you more support, especially if you’re already on your holiday.
If they can’t help, and you paid using your Barclays debit card, you can make a claim through us. We can’t make a claim for you if you paid using any other other method.
- Speak to your trip provider or travel agent - they might be able to refund you, or offer some suitable alternatives. This could be quicker and easier than making a claim.
- If the company you paid has stopped trading, your booking might be covered by a ‘bonding authority’ like ATOL or ABTA. Contact the bonding authority first, and make a claim through them if you can. They should be able to give you more support, especially if you’re already on your holiday.
If they can’t help, and you paid using your Barclays debit card, you can make a claim through us. We can’t make a claim for you if you paid using any other other method.
Please contact your provider, or a ‘bonding authority’ like ATOL or ABTA. Unfortunately, we can’t help you claim back a payment using that payment method.
End Query
You’ll need to contact the company you’re paying to cancel it.
If you’ve done this already and they’ve taken another payment, you can report it.
Some companies trade under a different name to the one you know them as.
Have a look at this list of companies – to check if they trade under a different name, and see if they provide the service you used.
Do you know what the payment is for?
Should the company have taken this payment?
If you’ve made an international payment using your debit card, the amount that’s come out of your account might be different to what you expected because of changes in the exchange rate.
Have you made any international payments?
You’ll need to contact the company you paid to dispute the payment.
If you’ve done this already and it hasn’t helped, you can report it.
That’s great, we’re happy that we could help you to identify your payment.
That’s great, we’re happy that we could help you to identify your payment.
Call us from the ‘Help’ section of the Barclays app if:
- You still don’t recognise the payment, or
- There’s more than one payment you don’t recognise.
If you don’t have the app, call us on 0800 389 16521 if you’re in the UK or +44 160 452 94101 if you’re outside the UK. We’re here 24 hours a day, 7 days a week.
1To maintain a quality service, we may monitor or record phone calls. Call charges.
If there’s a problem with something you bought using your debit card, speak to the company or retailer first.
If that doesn’t solve the problem, we might be able to help you if:
- The amount is wrong
- You haven’t received the goods or services
- The company stopped trading before they delivered your goods or services
- The goods or services are defective, or don’t meet the written description
- You cancelled a payment with a company and they’ve taken another one.
You can only dispute some payments within 120 days, starting from the date you paid for it. Make sure you tell us as soon as possible if you need our help.
Any help we offer is governed by the Visa Europe cardholder chargeback terms and conditions. They don’t affect your legal or statutory rights.
Report a problem with something bought using your debit card
Report the problem using the Barclays app:
- Select the payment in the app
- Choose ‘Help with this transaction’
- Select ‘Report problem’, then ‘Dispute transaction’.
If you don’t have the app, you can call us on 0800 389 16521 if you’re in the UK or +44 160 452 94101 if you’re outside the UK. We’re here 24 hours a day, 7 days a week.
1To maintain a quality service, we may monitor or record phone calls. Call charges.
If there’s a problem with something you bought using your debit card, speak to the company or retailer first.
If that doesn’t solve the problem, we might be able to help you if:
- The amount is wrong
- You haven’t received the goods or services
- The company stopped trading before they delivered your goods or services
- The goods or services are defective, or don’t meet the written description
- You cancelled a payment with a company and they’ve taken another one.
You can only dispute some payments within 120 days, starting from the date you paid for it. Make sure you tell us as soon as possible if you need our help.
Any help we offer is governed by the Visa Europe cardholder chargeback terms and conditions. They don’t affect your legal or statutory rights.
Report a problem with something bought using your debit card
Report the problem using the Barclays app:
- Select the payment in the app
- Choose ‘Help with this transaction’
- Select ‘Report problem’, then ‘Dispute transaction’.
If you don’t have the app, you can call us on 0800 389 16521 if you’re in the UK or +44 160 452 94101 if you’re outside the UK. We’re here 24 hours a day, 7 days a week.
1To maintain a quality service, we may monitor or record phone calls. Call charges.
You’ll need to contact the company you paid to dispute the payment.
If you’ve done this already and it hasn’t helped, you can report it.