Cleo Card Customer Service — Expert Guide

Cleo, founded in 2016, is a digital financial assistant and card product used by millions of customers in the UK, US, and other markets. This guide explains exactly how to engage Cleo card customer service, what information to prepare, typical timelines, how disputes and refunds are handled, and how to escalate unresolved issues. The tone is practical and procedural so you can act immediately and efficiently.

Customer service for fintech card products differs from legacy banks: the majority of support is routed through the Cleo mobile app or an online help centre, and some processes (card freezes, dispute initiation) must be done in-app for security and regulatory reasons. Use the official site (https://cleo.ai) and the in-app “Help” or “Chat” function before pursuing external escalation.

How to Contact Cleo Card Support

The primary support channel for Cleo card issues is the in-app chat: open the Cleo app, tap Help or Support, and start a conversation. In-app interactions maintain secure access to your account metadata (last 4 digits of the card, recent transactions, KYC status) which speeds resolution. If you cannot access the app, use the public support portal on cleo.ai and search the Help Centre for relevant articles before submitting a ticket.

When you open a request, expect an automated acknowledgement within minutes and a human reply commonly within 24–72 hours for non-urgent matters. For urgent issues (lost/stolen card or suspected fraud) initiate an immediate in-app card freeze and then start a support chat. Keep a record of the ticket ID or chat transcript: these are crucial if you escalate to a regulator or need to open a chargeback later.

Information to Prepare Before Contacting Support

Preparation reduces back-and-forth and shortens resolution time. Have the following exact items ready; include them verbatim in the first message if possible.

• Account holder full name and email used to register (e.g., Jane Doe — [email protected]).
• Card identifier: last 4 digits of the Cleo card (e.g., 1234) and the card type (virtual or physical).
• Exact transaction details for disputed charges: merchant name, date (YYYY-MM-DD), local time, currency and exact amount (e.g., 2024-05-12, 14:23, £34.50), and any merchant receipt or screenshot.
• Device and app information: mobile OS and version (iOS 17.0 / Android 14), app version shown in Settings, and whether you were using Apple Pay/Google Pay.

Include one clear statement of desired outcome — refund, reversal, chargeback, card replacement — and attach supporting images (receipt, bank statement, chat logs with merchant). If the problem is time-sensitive (fraud, lost card), specify “URGENT — lost/stolen” in the first line.

Common Card Issues and Step-by-Step Fixes

Lost/stolen cards: Immediately freeze the card in-app. Once frozen, request a replacement through the app (typical replacement shipping time for a physical card is 5–10 business days depending on your country). While waiting, monitor your account for unauthorized transactions; any such charges should be reported immediately and flagged for dispute.

Declined transactions or verification failures: Confirm your available balance, any daily card limits, and that the merchant supports the card network (Visa/Mastercard). If the merchant attempted an authorization hold, ask them to remove the hold and then retry. Clear app caches and confirm your billing address and CVV entry match what’s on record. For recurring subscription declines, update the payment method in the merchant’s portal and then notify Cleo support to remove any temporary holds.

Refunds, Chargebacks and Disputes

Start by requesting a merchant refund: most disputes are resolved faster that way. If the merchant refuses or is unresponsive, open an in-app dispute with Cleo support. A professional dispute message should include merchant name, transaction ID, date and amount, a brief factual statement (e.g., “unauthorized” or “goods not received”), and attached evidence.

Typical timelines: Cleo (as issuer/arranger) will acknowledge a dispute quickly but resolution can take 7–60 calendar days depending on evidence and card network rules. If a provisional credit is available it may appear within 3–7 business days, but a final decision can take up to 90 days in complex cases; keep copies of all correspondence. If you need to escalate beyond Cleo, gather your ticket IDs and follow the formal complaint route on cleo.ai/help, and then use your national financial ombudsman or consumer protection body if unresolved.

• Dispute message template (short): “Account: [email protected] — Last 4: 1234 — Transaction: Tesco, 2024-05-12, £34.50 — Reason: Goods not received — Evidence: receipt PDF attached.”
• Evidence checklist to attach: merchant receipts, SMS/email order confirmations, screenshots of merchant communication, bank statement line showing the debit.

Fees, Subscriptions and Billing Questions

If you subscribe to any Cleo premium services that are billed to your card, check the In-App Subscriptions or the merchant’s billing portal for exact prices and renewal dates. Always download or screenshot your subscription confirmation showing the price, billing frequency, and next renewal date. Common billing disputes arise from unexpected trial-to-paid conversions, regional VAT, or FX conversion fees on cross-currency purchases.

To cancel subscription charges: cancel in the app or via the platform (App Store / Google Play) and retain confirmation emails showing the cancellation timestamp. If you were charged after cancellation, open a billing dispute with Cleo and attach the cancellation proof; many providers will refund charges made after an explicit cancellation timestamp.

When and How to Escalate

If you receive no substantive response within 8 weeks, formal escalation is appropriate. Use Cleo’s formal complaint channel (look for “Complaints” in the Help Centre on cleo.ai) and provide all prior ticket IDs, timelines, and your requested remedy. For unresolved consumer financial issues in the UK, the Financial Ombudsman Service is the next step (see https://www.financial-ombudsman.org.uk). In the US, consult the Consumer Financial Protection Bureau (https://www.consumerfinance.gov) for guidance and complaint submission.

Keep all communications — chat transcripts, emails, screenshots, and timestamps — stored in a dedicated folder. When escalating to a regulator, a clear chronology with ticket IDs and evidence reduces review time and increases the chance of a favorable outcome.