📣 Note
This article covers a feature that's included in an invite-only closed beta. If you're not a part of the beta, your finance suite will look different, and the help articles you'll want can be found here.
Take immediate action if you notice fraudulent charges on your account. Follow the steps below to cancel the compromised card, get a new one, and begin the process of getting your funds back.
You'll also find some tactics to reduce your risk of being defrauded.
🔥 Stop
If you've noticed ACH charges on your account that you don't recognize, contact support by clicking the Question Mark icon on any HoneyBook page.
Cancel the compromised debit card
Once you notice a fraudulent charge on your Expenses list, select the transaction to figure out which card is compromised. You'll then cancel the debit card to stop any more charges from coming in.
Step 1: Find the compromised card
Either your virtual or physical debit card is the source of the fraudulent card charge and must be canceled to avoid more charges.
To find the compromised card:
1. Go to the Finance tab in the top navigation menu → select Dashboard.
2. Select the fraudulent charge.
3. Write down the number of the card used. This number will match either your virtual or physical debit card.
Step 2: Cancel the compromised card
The process is slightly different depending on whether your virtual or physical card must be canceled.
To cancel a virtual debit card:
1. Go to the Finance tab in the top navigation menu → select Dashboard.
2. Find your HoneyBook debit cards → select Manage cards.
3. Enter the code sent to your phone into the 2-step verification prompt.
a. If you're getting an error message that your 2FA phone number is invalid or you aren't receiving a code, contact support by clicking the Question Mark icon on any HoneyBook page.
5. Under Virtual card, select Cancel card.
6. Read the message → select Cancel card.
7. Select Go to Dashboard.
8. Log out, then log back into your account to get a new virtual card issued.
To cancel a physical debit card:
1. Go to the Finance tab in the top navigation menu → select Dashboard.
2. Find your HoneyBook debit cards → select Manage cards.
3. Enter the code sent to your phone into the 2-step verification prompt.
a. If you're getting an error message that your 2FA phone number is invalid or you aren't receiving a code, contact support by clicking the Question Mark icon on any HoneyBook page.
5. Under Physical card, select Cancel card.
6. Read the message → select Cancel card.
7. Select Go to Dashboard.
You can order a new physical card right away, which will be sent to your HoneyBook account's personal address. Unlike getting a new virtual debit card issued, this will not happen automatically.
Step 2a: Order a new physical debit card
To order a new physical card:
1. Go to the Finance tab in the top navigation menu → select Dashboard.
2. Find your HoneyBook debit cards → select Manage cards. You may need to complete the 2-step verification again.
a. If you're getting an error message that your 2FA phone number is invalid or you aren't receiving a code, contact support by clicking the Question Mark icon on any HoneyBook page.
3. Select Order a physical card.
4. Select Order Card.
5. Select Got it.
a. The card will take 10–14 business days to arrive. If the card hasn't arrived after 14 business days, contact support by clicking the Question Mark icon on any HoneyBook page.
6. When your card arrives, you'll activate it from your dashboard.
Report the fraudulent charges to Visa
After canceling your card and getting a new one, reach out to Visa and follow their instructions to start a fraudulent charge dispute. You can reach Visa at +1 (833) 333-0417.
Protect your account from future fraudulent charges
It can be frustrating to realize you've been defrauded, and HoneyBook wants to help by showing you ways to prevent fraud from happening.
Here are some ways you can reduce your risk for card fraud:
Review your Expenses at least once a week for fraudulent charges
Research vendors you don't already have a relationship with before working with them
Search for spelling or grammar mistakes on the websites you're shopping on
Avoid collaborating with vendors who want to refund your purchases without providing a proper explanation for their actions
Be wary of vendors that are aggressive or hostile, want you to process their requests faster than usual, or repeatedly change their contact information
Use your virtual debit card when possible, as these are more secure and easier to replace
Still have questions? Feel free to send us a message by clicking the Question Mark icon on any HoneyBook page. Our team is always happy to help!