To protect you from fraud, ARQ sometimes pauses a card payment and asks you to confirm it was really you before letting it through. This happens automatically, and it's there to keep your money safe.
What happens when we pause a payment
If a payment looks risky, you'll get a notification asking "Was this you?" about that payment. Until you answer, any further payments to that same merchant will also be paused, so nothing can go through without your say-so.
If it was you
Just confirm it in the app. We'll let the payment through and remember that this merchant is trusted for your account, so your future payments to them go through normally.
If it wasn't you
Let us know it wasn't you. We'll block that merchant from charging your card, and we'll help you secure your card straight away by blocking it and issuing a replacement. Replacing your card is free.
Good to know
The rest of your account is not affected. Only payments to the specific merchant we flagged are paused, and only until you respond. Everything else works as normal.
Frequently asked questions
Why did you ask me to confirm a payment?
We spotted a card payment that looked risky and paused it to make sure it was really you. Check your notifications for the "Was this you?" message and confirm to continue.
How do I approve the payment?
Open the app, find the "Was this you?" prompt for that payment, and confirm it was you. Once confirmed, that merchant is trusted and your payments to them will work normally.
I confirmed it was me, but a payment is still blocked.
Payments attempted before you confirmed may have already been declined. Simply try the payment again now that the merchant is trusted for your account.
Will my other card payments be affected?
No. Only payments to the specific merchant we flagged are paused, and only until you respond. Everything else works as normal.
Someone used my card. What do I do?
Tell us it wasn't you when we ask. We'll block that merchant, and help you block your current card and get a replacement, free of charge.
Does a replacement card cost anything?
No, replacing your card in this situation is free.