Why did a transaction apply to the wrong account?

If a purchase came from an unexpected user account, or the money came out of the wrong plan, please contact Extraordinary Support here.

It is possible for a transaction to be applied to a different balance than what was expected. This could be due to one of the following reasons:

• The overlapping restrictions on the accounts mean that a transaction could be applied to one of multiple accounts. For example there are two accounts with and "Open Service Sector" that the transaction could apply to.
• The merchant is using a category that is in a different account to what the user expects. For example a purchase of running shoes was expected to come from a "Sporting Shoe Stores" category in a Health account, but came from an open spend account because the merchant was actually a generic apparel store.
• There were multiple accounts the transaction could have been applied to, and some didn't have enough available balance.