Three possibilities:
1. It's actually a charge you authorized but didn't expect — the most common case. Examples:
Your second Split Pay payment processing on its scheduled date — see the FAQ on Why is my first payment bigger than my second payment?
A payment that processed on a different date than you expected because of next-business-day timing — see When does my second payment get scheduled? and When does my direct payment to my landlord process?
A payment scheduled by someone else who shares the Split Pay account (spouse, roommate, partner)
A portal payment for a property you no longer rent — see the FAQ on I'm being charged after I moved out — can Split Pay stop the payment?
2. A legitimate but unfamiliar charge — for example, you signed up months ago and forgot, or the merchant shows on your statement as "Evolve Bank & Trust" instead of "Split Pay" (see the FAQ on Why does my payment show a different bank name?).
3. A genuinely unauthorized charge — you didn't sign up, the card used isn't yours, or someone got access to your Split Pay account. This is rare but real.
If after crossing the above off, get in touch with us. What we'll do when you contact our Support team and get in touch with us:
Verify it's really you (security check before discussing charge details)
Walk through the transaction together — date, amount, card used, status
Figure out which category this falls into
If necessary, get our Fraud prevention team involved.
One important note on refunds:
If a charge is a legitimate Split Pay payment you owe us (like a second Split Pay payment automatically pulling on its due date), it isn't refundable — even if you didn't expect it that day. We may have already paid the full amount to your landlord, lender, or servicer on your behalf, so the second payment is settling a real balance with us. See the FAQ on I'm being charged after I moved out — can Split Pay stop the payment?.
Talk to us first — contact our Support team. We can sort almost all cases together quickly.