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To resolve a dispute or file a formal complaint with Uphold, log in to your account and open a support ticket with the transaction details via the Uphold Support Center. You can also register a formal complaint by phone, mail, or by submitting a detailed request on the Uphold Register a Complaint page.Review the detailed guidelines below to ensure you have the necessary information and steps for a swift resolution.Dispute and Error Resolution ProcessUphold has defined error-resolution and dispute procedures, particularly for Uphold Visa debit card and fiat transactions.Timeframe: Ensure you report disputes or unauthorized transactions within 60 days of the transaction date.Investigation Period: Uphold typically investigates and provides a determination within 10 business days, though complex investigations—such as those involving point-of-sale (POS) purchases or new accounts—may take up to 45 to 90 days.Provisional Credit: While your dispute is being investigated, Uphold may add a provisional credit to your account within 10 business days. This will be debited if they determine that no error occurred.Crypto Transactions: Cryptocurrency transactions are final and immutable once they are broadcast to the blockchain, making crypto-related refunds or reversals difficult unless there is a clear platform, fraud, or system error.Submitting EvidenceTo prevent delays, gather and submit all necessary information to the Uphold Help Center when filing your claim:Transaction ID and timestampsExact amounts in disputeAccount email address and User IDScreenshots or external receipts/blockchain records that support your caseFormal Complaints and EscalationsIf you are dissatisfied with Uphold's dispute resolution process, you can escalate your concerns through several official channels:Customer Support Line: Speak directly to a representative by calling the Uphold toll-free number for your region (e.g., USA: +1-888-821-0966; UK: +448081641974).Compliance Email: Reach out directly via email at compliance@uphold.com.Regulator Escalation: Residents of the United States can direct unresolved complaints regarding Uphold HQ Inc.'s money transmission activity to the Consumer Financial Protection Bureau.
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