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. Next you'll cancel the debit card to stop any more charges from happening.
1: Find the compromised card
Either your virtual or physical debit card can be the source of the fraudulent card charge, and must be canceled to avoid more charges.
Go to the Balance tab in the top navigation menu > select Dashboard
Select the fraudulent charge
Write down the number of the card used
This number will match either your virtual or physical debit card
2: Cancel the compromised card
The process is slightly different depending on whether your virtual or physical card must be canceled.
Cancel a virtual card
Go to the Balance tab in the top navigation menu > select Dashboard
Find your HoneyBook debit cards > select Manage cards
Enter the code sent to your phone into the 2-step verification prompt
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
Under Virtual card, select Cancel card
Read the message > select Cancel card
Select Go to Dashboard
Log out, then log back into your account to get a new virtual card issued
Cancel a physical card
Go to the Balance tab in the top navigation menu > select Dashboard
Find your HoneyBook debit cards > select Manage cards
Enter the code sent to your phone into the 2-step verification prompt
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.
Under Physical card, select Cancel card
Read the message > select Cancel card
Select Go to Dashboard
Order a new physical debit card
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.
Go to the Balance tab in the top navigation menu > select Dashboard
Find your HoneyBook debit cards > select Manage cards.
You may need to complete the 2-step verification again
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
Select Order a physical card
Select Order Card
Select Got it
The card will take 10–14 business days to arrive (contact support by clicking the Question Mark icon if it hasn't)
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 potential future fraudulent charges
It can be frustrating to realize you've been defrauded, and HoneyBook wants to help by showing you some 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!
HoneyBook is a software company, not a bank. Banking services are provided by Lincoln Savings Bank, Member FDIC. HoneyBook Visa Debit cards are issued by Lincoln Savings Bank, Member FDIC. HoneyBook is not FDIC insured. FDIC insurance only covers the failure of an insured bank.