Resolve Unexpected Transactions

Whether it's a purchase you didn't make, or you were charged the wrong amount, follow these steps to resolve your unexpected transactions quickly!

How to resolve unexpected transactions?

There are various scenarios you may be facing; select the situation you are facing:

  • DBS cannot cancel any transactions made on your card. Please reach out to the respective merchant, and seek their help with your request.
  • Merchants' names reflected on your transaction description may vary.
  • Please reach out to the respective merchant and seek their help for investigation.
  • If you cannot resolve the matter with the merchant, please Get in Touch with Us.
  • Please prepare any supporting documents that can facilitate the investigation.
  • DBS will investigate and provide an update for your dispute within 21 working days.
  • Please reach out to the respective merchant and seek their help for investigation.
  • If you cannot resolve the matter with the merchant, please Get in Touch with Us.
  • Please prepare any supporting documents that can facilitate the investigation, e.g., sales slips, correspondence with merchants, credit notes or invoices.
  • DBS will investigate and provide an update for your dispute within 21 working days.
  • DBS cannot cancel any transactions made on your card. Please reach out to the respective merchant, and seek their help with your request.
  • Log in to digibank Mobile to check the transaction.
  • If the transaction is not made by you, go to Payment Controls on the digibank app, and lock the card. Follow our step-by-step guide to Lock your Card Temporarily.
  • Please call DBS Fraud Reporting hotline 1800 339 6963 or (65) 6339 6963 from overseas.
  • DBS will investigate, and we will credit the disputed amount within 7 working days for successful cases. Should further verification be required, we will reach out to you within 7 working days.
  • Log in to digibank Mobile to check the transaction.
  • If the transaction is not made by you, go to Payment Controls on the digibank app, and lock the card. Follow our step-by-step guide to Lock your Card Temporarily.
  • Please call DBS Fraud Reporting hotline 1800 339 6963 or (65) 6339 6963 from overseas.
  • DBS will investigate, and we will credit the disputed amount within 7 working days for successful cases. Should further verification be required, we will reach out to you within 7 working days.


3D Secure transactions

3D Secure™ (3DS) is an online security feature powered by AMEX, Mastercard and Visa to further secure cardholder not present (i.e. online) card transactions over the internet.

  • This is dependent on the merchant's website. If the merchant website you transact on supports 3D Secure™ technology, you will be prompted for further verification (such as an SMS OTP) before completing the transaction.
  • Merchant websites that support 3DS technology will incorporate the following logos:

  • An SMS One-Time-Password (OTP) will be sent to your registered mobile number with the bank. You will need to enter the 6-digit SMS OTP to authenticate the transaction.
  • This simple service enables buyers to validate transactions made over the internet and helps protect customers against fraudulent use by unauthorised individuals.
  • Ensure that your mobile number is updated with the bank. Learn how to Update Mobile Number.
  • No. As a safeguard against the risk of fraud with stolen card details, from 16 August 2010, all online transactions at Verified by VISA and MasterCard SecureCode and American Express SafeKey and UnionPay International merchants will be checked for 3DS. Entering OTP provides extra security for online transactions.
  • Before completing your online purchase, you must enter a one-time password (OTP), which will be sent to your registered mobile number with the bank. This additional authorisation step ensures that only the cardholder will have the password required to complete the transaction.
  • You can customise your card function using Payment Controls on digibank. It allows you to enable the functions you need and disable what you don't. Learn more on how to Customise your Card Functions.
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