How to Report a Failed Transaction
On-Site Reporting
Open your Kashu web app.
Go to Wallet → Transaction History.
Select the failed transaction and tap Report an Issue.
Provide details (amount, date, description).
Email Support
Email us at [email protected] with:
Transaction ID (found in your activity log)
Card used
Date and amount
Screenshot (if available)
Immediate Security Concerns
If you suspect fraud, stop further activity and contact your bank immediately.
Then notify Kashu Support so we can secure your account.
Policies & Timelines
Initial Review: Kashu will acknowledge your report within 24 hours.
Investigation: Most cases are resolved within 5–7 business days. Complex cases involving issuer review may take longer.
Refunds: If funds were deducted but not delivered, refunds are processed automatically once confirmed. Timing depends on your bank’s settlement cycle.