If you notice transactions on your Neema card that you do not recognize or did not perform yourself, your card details may have been compromised by unauthorized third parties.
This can happen through online data breaches at merchants, phishing scams via malicious links, malware on your device, or using unsecured public Wi-Fi networks.
To protect your account and start the review process we need to cancel you card immediately to prevent further unauthorized charges. Neema cancels the card only after you explicitly confirm your approval. Once canceled, you can order a new Neema card directly in the app with new card numbers to secure your account.
Required Verification Questions for Disputed Transactions
When reporting unidentified charges to Neema support, you must answer all of the following questions:
Was your Neema card lost or stolen?
Have you ever made a purchase at this merchant before?
Did you provide your Neema card details to anyone?
Did you receive a verification code on your mobile phone, or did you share a verification code with anyone?
Did you try contacting the merchant directly to clarify why you were charged, and if so, what was their response?
Do you approve the card cancelation?
Please mention all the unrecognized transactions - the dates, the amounts and the merchants' names
What is a Chargeback process
A chargeback is a forced reversal of a credit or debit card transaction initiated by the buyer through their bank during a dispute. This mechanism is designed to protect consumers from fraud, unauthorized charges, or situations where goods and services were never delivered. Unlike a standard merchant refund, funds are unilaterally pulled from the seller's account by the payment network, which often incurs additional penalties and fees for the business.
Chargeback process for the Neema cards
A chargeback is a formal request to dispute an unauthorized charge on your Neema card. Neema does not approve or reject chargeback requests; all decisions are made solely by the credit card company (Max) according to international credit card network regulations. If approved by the credit card company, funds are credited back to your Neema account (not the Neema card balance). The entire chargeback evaluation process can take up to 6 months.
Chargeback Case Opening Eligibility Criteria
To open a chargeback dispute, the transaction must meet all of the following conditions:
Timeframe: No more than 30 days have passed since the transaction date.
Minimum Disputed Amount:
Domestic (Israeli) transactions: Minimum threshold of 50 ILS.
International (foreign) transactions: Minimum threshold of 100 ILS.
Transaction Security Status: The transaction must not be classified as a secure transaction by the credit card company. If a transaction is classified as secure, a dispute cannot be opened under card network regulations.
What Is a Secure Transaction?
A secure transaction is any transaction that the credit card company determines was authorized by the cardholder or someone acting on their behalf based on internal security checks.
Important Clarifications Regarding Secure Transactions:
Not every secure transaction requires a 3D Secure code or a one-time verification code sent to your mobile device.
The credit card company may approve a transaction as secure without requesting a verification code, using automated security mechanisms, behavioral analysis, transaction details, and past card usage history.
Transactions approved through these automated mechanisms are still considered fully secure under credit card company regulations.
Because secure transactions are considered properly authorized by the cardholder, credit card companies strictly prohibit opening a chargeback process for them.
Next Steps If a Dispute Cannot Be Opened
If your dispute request is declined because the transaction was classified as a secure transaction:
Contact the Merchant Directly: Contact the merchant where the transaction occurred and request a refund according to their store policies. This is the only available recourse for secure transactions.
Cancel and Replace Your Card: Confirm card cancellation with Neema support and reorder a new Neema card through the app to prevent future unrecognized charges.