To help protect your account, your card is locked if an unrecognised transaction is reported to prevent any further transactions from taking place.
Identify the transaction
There are often several reasons why a transaction might not be immediately recognisable. Before proceeding, review the Mettle guidance on unrecognised transactions to check for common merchant names or delayed payments.
Next steps
If you recognise the transaction: If you identify the transaction after reviewing the guidance, you can unlock your Mettle card directly in the app to resume normal use.
If you still do not recognise the transaction: If the payment remains unrecognised after checking the guidance, you must contact Mettle support immediately for further investigation.
Note: Keeping your card locked is a necessary security measure while you investigate potential fraud.
Important: Do not unlock your card if you are still unsure about the legitimacy of any transaction on your account.