How to identify unfamiliar transactions

Tips to help you identify the transaction and what to do next

Steps to take when you don’t recognise a transaction

1. Check the retailer's name

Try an internet search of the name that appears on your statement. Sometimes retailers trade under different descriptions.

Some common retailer names can be found on our Retailer reference table

2. Look at other transactions made around the same time

This might remind you where you were when the unrecognised transaction was made.

3. Did you make a purchase in another currency?

A transaction made in a foreign currency could appear as a different amount on your statement because of exchange rates.

4. Check for additional charges

Some companies like hotels, taxis, airlines or hire cars can add additional charges that show up separately on your statement.

5. Check your emails for receipts or purchase confirmations

There may be one that matches the amount of the unrecognised transaction. This could be received the same date or earlier and show a retailer name different to the one appearing on your statement.

6. Check with any additional cardholder

Someone that you share your account with may have made the transaction.

7. Consider if you've signed up to a free trial

A free trial may have expired and you're now paying for the goods or services. Check the free trial period and terms and conditions.

8. Check if it's a repeat payment or subscription

Does the same transaction appear on your statement from one month or one year ago? It could be a payment you set up in the past.

Retailer reference table

Retailer reference on statement Description
AA Membership (AA MFE OLA RENEWALS) Primarily Motor Insurance specialist but also provider of other insurances.
Allpay A payment service used by a number of public and private sector organisations, including councils and housing associations.
Amazon Online retailer who also provides a range of goods and services including online books/ music and TV streaming.
Amazon Prime (AMZ*Prime Member Fee) Usually a chargeable service provided by Amazon which gives things such as enhanced delivery and exclusive Amazon content.
Arcadia/ Arcadia Group Holding group name of the specified brand name retailers. (Burton, Dorothy Perkins, Evans, Miss Selfridge, Outfit, BHS, Topman/Topshop and Wallis)
ASOS.COM Online fashion retailer.

An audiobook subscription service owned by Amazon.

Big Savings Club (The Big Save Club)

Members receive offers and incentives. A free trial is usually offered but if not cancelled, charges can be incurred.

Camelot Group

Operators of the UK National lottery.


A payment service used by a number of public and private sector organisations, TV licenses payments are common.

Members receive cashback offers and incentives. A free trial is usually offered but if not cancelled, charges can be incurred.

Credit Cleaner

An online service for accessing your credit report.

Credit Expert

An online service for accessing your credit report.

Credit Confidential

An online service for accessing your credit report.

Credit Perfect

An online service for accessing your credit report.

Digital River (DRI*

Provider in computer software, ecommerce, payments and marketing.

Domestic & General

Provide protection/ warranties and breakdown for domestic appliances.

Easylife Group

The retailer sells various goods through catalogues, mail order, online and phone. 


A mobile phone network.

Google Play

A digital download from the Google Play store.

Home retail group

Holding group name of brands including Argos and Homebase.

Itunes Apple (

A purchase or download from Apple.

JD Williams part of N Brown Group

Online and mail order retailer. (Ambrose Wilson/ Simply Be/ Jacamo)

Just Eat

An online food order and delivery service which acts as an intermediary between take-out food outlets and customers.

Just fab Ltd

Fashion retailer usually with paid membership.


Anti Virus and security software.

Microsoft *Xboxlive

A purchase or subscription service to access Xbox live- to access games and services on your xbox.


Streaming provider of online movie and TV content.

New Day

Providers of credit and store cards for brands including Debenhams, House of Fraser, Laura Ashley, Wallis, Burton, Dorothy Perkins, Evans, Harvey Nichols, Miss Selfridge, Outfit, Topshop and Topman.

Nochex Ltd

This company is a 3rd party payment processor. They process transactions on behalf of many different companies.

Norton (DRI – Symantec)

Anti Virus and security software.


Streaming provider of online movie and TV content.

Paypal (sometimes when billed a transaction using Paypal as the payment service may reference PP*)

Service for individuals and retailers to send and receive payments. sell a range of products including CD's, DVD's, Books, Games, Electronics, Gadgets, Clothing and Accessories. 

Product Support AG

Product Support AG offer an extended product warranty for goods purchased from the Dixons Store Group. Stores include Dixons, Currys PC World, Comet and The Link.

RAC membership

Primarily breakdown motor recovery. Shopper Discounts/ Shopperdisc

Members receive offers and incentives and membership is usually set up after an online purchase has taken place.


Ride sharing.

Uber eats

Food delivery service.

Members receive offers and incentives. A free trial is usually offered but if not cancelled, charges can be incurred.

World Pay (Transactions prefixed with WP)

Processes transactions for a wide range of merchants online. 

How to dispute if the transaction is still unrecognised

If you're already registered for Digital Banking, then a quick and easy way to get in touch with us for any account specific queries is to use our 'Chat with us' service. This can be found within our Mobile Banking App or within Internet Banking and is available 24 hours a day, 7 days a week.

For those more straightforward banking queries, MOBI, our virtual assistant, will try to help you first. If MOBI can't answer your query, MOBI will seamlessly transfer your chat to an agent, who'll get back to you with an answer as soon as they can. Learn more about MOBI

If you’re not registered for Digital Banking, you can chat with MOBI only on selected pages on our website.

You can 'Chat with us' via...

Mobile banking app

You can 'Chat with us' on the M&S Banking App. Here's how:

  1. Sign in to the M&S Banking App
  2. Select 'Support'
  3. Then select 'Chat with us'

Here you can chat with MOBI & agents about your account.

Internet Banking

You can 'Chat with us' within Internet Banking. Here's how:

  1. Sign into Internet Banking
  2. Click the 'Chat' icon from selected pages when signed in

Here you can chat with MOBI & agents about your account.

Public website

You can ‘Chat’ with MOBI only on our website. Find 'Chat' in the bottom right on selected web pages.

If you need to chat to an agent about your account, you’ll be able to continue your conversation once you’ve signed in online.

What else do I need to know...

Why use the 'Chat with us' service?

'Chat with us' is here to help you no matter what time of day or night so you can contact us at a time that suits you, even when our phone lines are closed.

When you send us a message in chat, our virtual M&S Banking assistant, MOBI, can respond instantly and give you information on how to resolve your query. For account specific queries, if you’re signed in to Digital Banking, MOBI will seamlessly transfer your query to an agent who'll get back to you as soon as possible.

If you’re using our app and have push notifications enabled, we will send you a notification to let you know when we have responded to your query, so you can carry on with your day and read the response at a time that’s convenient for you.

How do I start a chat?

Chat with us' can be accessed via the M&S Banking App  under the ‘Support’ tab or in Internet Banking using the ‘Chat’ tab in the bottom right side of your screen. As you’ve already signed in and verified your identity, all your chats are secure and protected.

When asking your question, try to ask only one question at a time using more than 5 words.

Here’s a couple of examples:

  • How do I add my card to my Digital Wallet?
  • When will I receive my Loyalty reward vouchers?
  • Can you help me with an unrecognised transaction?

Keeping your query simple helps us to give you the most relevant answer to your question. If MOBI doesn’t understand your question you may be given some response options based on key words you have used. You can also try rephrasing the question or make it more concise. If MOBI is still unsure what the question is, you’ll be transferred to chat with an agent instead if you’re signed in securely.


If you're new to MOBI, our virtual assistant, or if you're unsure about how chat works, you can take our guided tour. Simply type "Get me started" in the chat, and MOBI will demonstrate how to ask questions and how they'll be answered, helping you become more comfortable using chat in the future.

What can I do via 'Chat with us'?

We’re here when you need us and can help via chat the same way we can over the phone with most* queries.

MOBI is trained to give instant answers to your questions and can advise on a huge range of topics including:

  • Setting up a Direct Debit
  • How to view, unlock or change your PIN
  • How to pay your card
  • How to reset your digital banking password
  • Disputed transactions
  • Balance transfers

While our chat agents can help with account specific queries such as:

  • Requesting a settlement figure on your loan
  • Card declines
  • Lost or stolen cards
  • When your promotional offer ends
  • Balance transfer queries
  • Amending a Direct Debit
  • Unrecognised transactions
  • Credit Limit preferences

If you ever need to ask us something, using ‘Chat with us’ can be a more convenient way to connect with us.

*Some service limitations apply

How long can I view my chats for?

Your chat history will be stored securely in the banking app and Internet Banking and be visible for 13 months.

*Make sure you're using the latest version of our app to ensure that all of our support features are available to you.