What is the difference between freezing, blocking, and disputing a transaction?
Freezing the card: freezing temporarily blocks the use of the card to prevent new payments. It is an intermediate measure, useful when in doubt. The card can be unfrozen at any time.
Blocking the card (card opposition): a permanent measure to block the card definitively. It is mandatory before any contestation.
Payment dispute: contesting allows you to report one or more transactions already made so they can be reviewed and, where applicable, refunded.
Step 1 – Freeze the card (in case of doubt)
If you have a doubt about a transaction, you can start by freezing your card in the Bitstack app to prevent any further use.
You can freeze or unfreeze your card at any time by going to the Cash tab → your card → Freeze card.
When the card is frozen, all payments and withdrawals are blocked.
Step 2 – Block your card (mandatory)
If you have confirmed a fraudulent transaction, you must oppose your card before taking any further action.
No contestation can be processed without a prior opposition.
To oppose your card, contact the dedicated service at: +339.69.32.00.61
Step 3 – Dispute fraudulent transactions
Once your card has been opposed, you must contact the dedicated call centre to open a contestation case.
Number to call: +339.69.39.03.49
The BPCE teams will handle your case and may request additional information via a dedicated form.
Deadlines and processing
You have 13 months from the payment settlement date to initiate a dispute.
Disputes are handled directly by BPCE.