What is a transaction alert?
A transaction alert is a notification you receive in the KOHO app when we decline a transaction that we suspect might be fraudulent. We send you an alert asking you to verify whether you attempted to make the purchase, which allows you to approve the merchant for 24 hours so you can complete any future transactions with them.
Important: Transaction alerts only appear for transactions declined due to suspected fraud. Other types of declined transactions (insufficient funds, incorrect card details, etc.) will not show up here. Read more about handling these other declines here.
How will I get notified of transaction alerts?
For your security: KOHO will only send transaction alerts through the KOHO mobile app - never via email or SMS.
Your account security is our top priority. We always direct you to verify transactions within the app because bad actors often use phishing scams through email and SMS to steal account information. Please stay vigilant and only respond to verification requests within the KOHO mobile app.
Transaction verification is only available through the mobile app and requires an active internet connection - this feature is not available on KOHO Web. If you don't have the app installed, you can download it from the App Store or Google Play.
How do I find transaction alerts?
On the Home page, scroll down to Activity and click "Transaction Alerts." This page will show all declined transactions from the past 24 hours that require your verification.
If you attempt multiple transactions with the same merchant, we'll group those transaction alerts under that merchant rather than sending you separate notifications for each attempt.
Why do some declined transactions show a transaction alert while others don't?
To keep your account secure, we sometimes decline transactions when we suspect potential fraud. Rather than simply blocking the transaction, we allow you to verify whether it was you trying to make the purchase. This helps us provide better security to your account while ensuring you can complete legitimate transactions quickly.
As well, declined charges for reasons such as non-sufficient funds, incorrect expiry date or card verification value, unsupported countries, or merchant categories cannot be bypassed. You can view all declined transaction notifications in your notification centre. Learn more here.
What should I look out for when reviewing transactions?
A couple things to keep in mind:
Merchant names might look unfamiliar. Some stores or merchants use third-party payment processors, so the name that shows up may not fully match the store where you made the purchase.
Amounts might not match your receipt. For purchases like gas or hotel transactions, the amount charged at first could be higher than what you actually paid. The transaction amount will update once the payment settles
How much time do I have to respond to a transaction alert?
To confirm a transaction: You have 24 hours from the time of the decline to let us know if the transaction was yours. If you don't respond, the transaction alert will expire.
To make a purchase with the same merchant: Once you verify a merchant, they will be temporarily approved for 24 hours. You can try the transaction again within that 24-hour window without being asked to verify the transaction again.
What happens when I click “This was me”?
You're approving that specific merchant for future transactions. Each new flagged merchant will still require separate verification.
Please note that the original declined transactions will not automatically process, but approving the merchant allows you to retry your purchase and make new transactions with them within the 24-hour approval period.
What happens when I click “This was not me”?
We'll immediately lock your card to prevent any fraudulent transactions. You can then choose to either replace your virtual or physical card or simply unlock your existing card.
To unlock your card, go to the Home tab in the KOHO app and click "My cards."
What if I want to keep transacting with a merchant that keeps getting flagged?
If you regularly shop with a merchant that our security system flags, you'll need to verify each transaction after the 24-hour approval period expires. We understand this can be inconvenient, but we continue to monitor transactions from all merchants to protect your account from potential fraud. Each time you verify “This was me”, you'll have another 24 hours to complete transactions with that merchant without additional verification.
What if I see an unauthorized transaction that didn't go through the transaction alert process?
If you notice an unauthorized transaction on your account that wasn't flagged, please follow the detailed process outlined here for handling unauthorized transactions in your KOHO account.