Fraudulent Transactions

Disputing a Fraudulent Charge

If you notice a charge on your account you don't recognize, you can dispute it. The process is a little different depending on whether the charge was approved or denied.

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When a Charge Is Approved

If a fraudulent charge was approved on your account, please contact us immediately. To protect your account, you will need to complete two steps:

1. Mark Your Card as Stolen

Even if you still have your card, you must mark it as stolen to prevent further fraudulent activity.

• Log in to your portal at rockymountainreserve.com.
• From the Personal Dashboard, navigate to the Cards section on the left.

• Click Manage Card, then Manage Card Access.

• Select Replace Card and choose "Card stolen" as the reason for replacement.

• Confirm your mailing address and click Submit. If you need to update your address, please refer to THIS article.

A replacement card will arrive at your address on file within 7–10 business days in a plain white envelope. Remember to activate it before using it.

2. Fill Out a Dispute Form

You must fill out a dispute form for all approved transactions you want to dispute.*  

*Please note: You only need to submit one form, even if there are multiple transactions you want to dispute.

>> DISPUTE FORM <<

• You only need to submit one form, even if there are multiple transactions you want to dispute.
• The form must be filled out and submitted by you—we cannot do it for you.
• **IMPORTANT** - The disputed transaction must be less than 60 days old. Transactions older than 60 days cannot be disputed due to Visa regulations.

Once you submit the form, our team will review your claim and may contact you for more information.

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When a Charge Is Denied

If a fraudulent charge was denied, please contact us right away. Simply mark your card as stolen by following the steps above. You do not need to fill out a dispute form. This will ensure no future fraudulent charges are approved.

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Important Note: The dispute process typically takes a minimum of 2–3 weeks. We appreciate your patience as we work to resolve this issue.

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Contact Participant Services:

💬 Live Chat: Available via the User Portal

✉️ Email: [e-mail] 

📞 Phone: [phone] 

🕒 Support Hours: M–F, 8 AM – 5 PM MST