Your trust means the world to us, and we're committed to ensuring the security and integrity of your financial transactions. If you see any unauthorized transactions in your Acorns Checking account, here's what to do.
Review your recent activity
The first step is to review your account’s recent activity to find any potential unauthorized transactions. Take note of the merchant details and the transaction dates, status, and descriptions. If you need to dispute these transactions, we'll ask you for those details later.
Here's how to see your recent activity:
- Log in to your account from your Acorns app or acorns.com
- From your home screen, select "Checking"
- Scroll down to Recent Activity and select "View all"
- Here, you’ll see a list of past and pending transfers for each account as well as their balance breakdown.
Transactions typically take 1-3 business days to fully process in your account. You might need to give it a few days to make sure any transactions you don't recognize are settled in your account before flagging it to us.
If you've noticed unauthorized activity, you can temporarily lock your Acorns Visa™ debit card right from your Acorns app. Here's how to lock your Acorns debit card.
Contact the merchant
The next step is to contact the merchant listed on the unauthorized transaction. They may be able to resolve the issue without you needing to escalate it to a dispute. Merchants typically resolve payment issues within a few days, although banks may take longer.
Make sure you take some notes when you're contacting the merchant. Keep track of the date, the person you spoke to, and any information they provide. We may ask you for these details later in the dispute process.
Start a dispute
If the merchant wasn't able to resolve the issue for you, it's time to dispute the unauthorized charge.
To start an investigation for any unauthorized transaction, please complete our Dispute Form. You’ll be asked to log in and fill out the required information. Our team will reach out to you within 10 calendar days once you submit the form.
Work with a dedicated Acorns team member
After you submit your dispute form, we'll assign a dedicated team member to your case. Our team member will be your point of contact for all dispute-related questions you have for this case.
They'll contact you by email within 10 calendar days. We'll confirm that we are investigating the matter, ask any additional questions, or provide updates.
We'll use email to communicate with you during the investigation. For status updates or to discuss your dispute, reply to the email thread with the Acorns team member handling your case.
If you prefer to communicate by phone, you can include your phone number in the dispute form notes or request a phone call in the email thread.
For any other questions or concerns, please contact us.