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Communication via the website in connection with customer security and fraud detection

Our security approach
When it comes to your financial data, we attach great importance to your safety. That’s why it’s important that we know it’s really you when your electronic money account is accessed. For example, we take care of this:

Login Data – When you activate your card, you have created unique login information for online access. For your own safety we advise you to keep this information secret and to change your password regularly.

Questions about Personal Information – If you contact our customer service, we may ask you to confirm your identity by answering questions about the personal information you provide when you create your e-money account.

Providing Information – Under no circumstances should we ask you to provide us with your online password, PIN or full 16-digit card number. Before contacting us, you will always receive an e-mail from us. In more urgent cases we may also call you.

How to report a scam
If you find something suspicious and suspect it might be a fraudulent activity, you should contact us as soon as possible by phone or email.

Report Fraud: Contact by email at or by calling +44 20 369 532 42

Lost or stolen cards: call +44 20 369 532 42

Suspicious Emails: Contact by email at or by calling +44 20 369 532 42

How to protect yourself from fraud
By following the advice below, you can help protect yourself from scammers. Always remember: Do not act if you feel insecure! Righteous companies will never push you to action.

Make sure that your phone number and email address are always up-to-date, as we will contact you about them if we notice any unusual activity on your e-money account.

Some tips for using your e-money account and prepaid card safely:

If you access your e-money account via the Internet:

  • Make use of anti-virus software and firewalls.
  • Make sure your computer and browser are always up to date.
  • Use secure networks.
  • Use secure passwords.
  • Keep all passwords secret – even those that are sent to you for single use.

If you use mobile apps:

  • Always install only apps that you can purchase from a recognized app store.
  • Look out for the reviews that an app has received.
  • Also pay attention to the permissions you grant.
  • Treat your phone the way you would treat your wallet.

When shopping on the internet or at a store:

  • When you first shop at an Internet retailer, do a little research on the company to make sure it’s a good company.
  • Do not reply to e-mails that you receive unsolicited from unknown companies.
  • Make sure that a link is secure before you enter prepaid card data. When logging in or registering, a lock icon should be displayed in the browser frame window – if it appears on the page itself, it may be a fraudulent website. The URL should start with „https: //“, where ’s‘ stands for „safe“.
  • Always log out when you finish your visit to a website. If you just close your browser, the security of your data is not guaranteed.
  • Keep your PIN safe and keep it secret.
  • When entering your PIN, be aware of people in your area and make sure they can not see the PIN.
  • Always check your bank statements.Remember: If you give away, sell, or recycle old cell phones, computers, laptops, or tablet PCs, be sure to first erase all data and apps. Otherwise, anyone who gets your device in the episode may be able to access it.