For a charge from a regular merchant, open the transaction in Apple Wallet, choose Report an Issue, and continue the conversation with Goldman Sachs in Messages. Apple-billed apps, subscriptions, and other services use Apple’s separate refund-request process. If you suspect someone has accessed your card or account, use the compromised-card option instead.
These instructions apply to Apple Card holders in the United States. Apple Card is issued by Goldman Sachs Bank USA, Salt Lake City Branch. Apple’s transaction tools require Apple Card to be added to Wallet on a supported iPhone or iPad running the latest iOS or iPadOS.
Dispute a regular merchant charge in Wallet
- Update your iPhone or iPad to the latest iOS or iPadOS.
- On iPhone, open Wallet and tap Apple Card. On iPad, open Settings, tap Wallet & Apple Pay, tap Apple Card, then tap Transactions.
- Under Latest Card Transactions, select the charge and tap it again to open its details.
- Tap Report an Issue, then choose I need help with this transaction.
- Tap Continue to Chat. Messages opens with a prewritten message; send it and follow Goldman Sachs’ prompts to report the issue.
- Monitor Wallet or your email for updates.
Apple says contacting the merchant may resolve a merchant transaction issue faster. You can do that first, but use the Wallet-to-Goldman Sachs route to dispute the Apple Card transaction.
Choose the right route for the charge
Apple-billed apps, subscriptions, and content
For apps, in-app purchases, subscriptions, and other content billed by Apple, request a refund through Apple rather than using the ordinary merchant-dispute route. In Wallet, open the transaction, tap Report an Issue, choose I need help from Apple with this transaction, then tap Report a Problem to Apple. Sign in, select Request a refund, answer the questions, and submit. Apple says it will review the details and email updates.
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Apple Store orders and purchases
For an Apple Store Online order, use Apple’s Order Status service for order, delivery, pickup, and invoice information. If you need to dispute the card transaction itself, you can also report it to Goldman Sachs through the Wallet steps above.
Apple Card Monthly Installments
For an Apple Store transaction paid through Apple Card Monthly Installments, open the transaction in Wallet, tap Report an Issue, choose I need help with this monthly installment, then continue to chat and send the message.
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If you suspect unauthorized access or compromised credentials, use the compromised-card option in Wallet to report the issue to Goldman Sachs and request a replacement. Apple advises contacting Goldman Sachs immediately if your physical card or eligible device is lost or stolen, your credentials are compromised, or someone accessed your account without permission. This is a separate security route, not the standard merchant-dispute flow.
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Before reporting an unfamiliar charge on an Apple Card Family account, check whether another family member made it. Apple says Owners, Co-Owners, and Participants can report transaction issues in Wallet.
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Prepare the details and keep records
Before contacting Apple or Goldman Sachs, have the transaction date, merchant name, amount, and a concise explanation of why the charge is wrong. This is practical preparation, not a required Apple checklist; the transaction record provides details and Goldman Sachs will prompt you for information.
Keep relevant merchant correspondence, cancellation confirmations, order details, and receipts. If you send a written notice, retain copies of the notice and mailing materials. Apple’s instructions do not specify an evidence checklist or guarantee a resolution timeline.
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When to send a formal written Billing Error Notice
Apple identifies a Billing Error Notice as a type of transaction dispute protected under the Fair Credit Billing Act. Its support page says to consult the “Billing Rights Summary” in the Apple Card Customer Agreement and says notices must be in writing and mailed to Goldman Sachs Bank USA at Lockbox 6112 [6122], P.O. Box 7247, Philadelphia, PA 19170-6112.
Because Apple’s page displays two different lockbox numbers, do not guess which one to use. Verify the address in the current Apple Card Customer Agreement or with Goldman Sachs before mailing a notice. Apple also states that unauthorized transactions are not the cardholder’s liability, subject to the account terms.
Updates and timing
Apple says Goldman Sachs will review a completed form and initiate a transaction dispute. The support instructions do not promise a general resolution period or a particular outcome, so check Wallet or email for updates and respond to any follow-up requests.
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