Login details – we provide you online login details unique to you, to protect yourself we recommend you do not share them.
Memorable Questions – If you contact our customer services team, we may ask you to confirm who you are by asking for certain digits of either your 4 digit secret number or password.
Providing Information – we will never ask you for your PIN number. If we ask about your online password or secret number we would only ever request certain digits and would never ask for them in their entirety. We will always first send you an email if we are trying to contact you.
If you notice something suspicious and believe it could be fraudulent, you should contact us as soon as you become aware of it using the telephone number or email address provided.
Help to keep yourself safe from fraudsters by following the tips below. Remember, if you are ever unsure, don’t act. A genuine company will never rush you to take action.
Always make sure your mobile telephone number and email address registered with us is up to date, we will use these to contact you if we notice unusual activity on your e-money account.
Use an antivirus software and firewall.
Make sure you keep your computer and browser up to date.
Don’t share any passwords including one-time passwords sent to you.
Only install apps from recognised app stores.
Consider the app ratings and reviews.
Be aware of what permissions you are granting.
Treat your phone as your wallet.
When using an online retailer for the first time, do some research to make sure that they are genuine.
Before entering your prepaid card details, make sure the link is secure. There should be a padlock symbol in the browser frame window which appears when you login or register, if this appears on the page rather than the browser it may indicate a fraudulent website. The web address should begin with https://, the ‘s’ stands for secure.
Always log out of website after use. Simply closing your browser is not enough to ensure your data is safe.
Keep your PIN safe and do not share it.
When entering your PIN, check for people around you and hide your PIN number.
Remember, if you decide to donate, resell or recycle an old mobile phone, computer, laptop or tablet, make sure you fully remove all data and apps first as otherwise these may be accessed by whoever your device is passed to.