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Can the bank take back a MobilePay payment?

Objections, fraud and webshop disputes.

Answered at: Checked at:

Short answer

It depends on the case: a transfer you made yourself to the wrong person cannot be pulled back by MobilePay. If a payment was made without your consent, contact MobilePay as soon as you discover it and file an objection with the form in the help centre; if your card or MitID was misused, also contact your bank. For a webshop purchase where the receipt in the app says "Betalt med MobilePay", you file the dispute with MobilePay, while other purchases go through your own bank. To block your MobilePay, call +45 70 80 39 00.

Practical info

Why

  1. Unauthorised payment: objection to MobilePay.
  2. Misused card or MitID: also call your bank.
  3. Webshop dispute depends on the receipt text.

Details

A written complaint goes to [email protected], and MobilePay aims to answer within 15 working days.

Tip

Before you file a webshop dispute, try to contact the webshop first; the dispute form is meant for when that has failed.

What may differ

The webshop rule only covers payments through the MobilePay webshop solution, not transfers to a MobilePay number.

Common misconception

The bank can always cancel any MobilePay transfer.

What actually happens

A normal transfer you approved cannot be undone; objections are for unauthorised payments and certain webshop purchases.

People also ask

  • What do you do if you send MobilePay to the wrong person?
  • How do you block MobilePay?
  • How do you complain to MobilePay?

Sources

This answer is for reference only. Payment rules, limits and fees change, so check the official sources or your bank before you pay.

Practical info
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