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What happens if I have a fraud or dispute issue on my Qantas Pay account?

If you notice activity you don’t recognise, please contact Qantas Pay as soon as possible. We’ll guide you through our identity verification steps and determine whether your card or account needs to be temporarily blocked for your protection.

Depending on the situation, we may request additional information or documents to help us investigate.

For example:

  • If your card is blocked due to unusual activity, call Qantas Pay so we can review recent transactions with you once your identity is verified.
  • If we’re reviewing possible fraud we may ask for further information to confirm that the activity relates to you. In some cases, this may involve providing supporting documentation for example photographic identification and documentation to confirm your residential address and source of funds.
  • If disputing a transaction we’ll ask you to complete a Dispute Claim Form and may request additional information during the investigation. Any supporting documents will be provided to us via our dispute support email, and our team will guide you through next steps.

If we need any documents to support your claim, our team will let you know while we’re speaking with you or as we work through your request via email. To keep your account secure, please don't share documents in response to an unexpected call or email. If you’re ever unsure about a request, we recommend contacting the Qantas Pay team directly to verify it’s really us.

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