Act in this order. Every minute counts.
1. Sign out other sessions
Profile → Security → Devices → Sign out all sessions except this one.
If you don’t recognise any device on the list, sign out all of them and log back in.
2. Change your passcode
Profile → Security → Change passcode. Choose one you haven’t used before or on another service.
3. Freeze your cards
Cards → Freeze. Do it for all of them, physical and virtual. It’s reversible.
4. Review and reverse what you can
Go through Activity from the date you suspect access began. For each transaction you don’t recognise:
- Card charges: Dispute charge
- Transfers: Report incorrect transfer
5. Check your details and settings
Attackers often change things to keep access. Verify:
- Registered email and mobile number
- Your CVU alias
- Saved contacts
- Scheduled transfers you didn’t set up
- Limits that were raised
6. Contact us
Message us from the in-app chat or call the emergency line. Tell us:
- Since when you suspect access
- Which transactions you don’t recognise
- Whether you received a suspicious message, call or link beforehand
What we do
We can apply a full preventive block on the account while we investigate. This stops you transacting, but also stops the attacker. We notify you before applying it.
Afterwards
- Check the security of the email linked to your account. If that’s compromised, everything else is vulnerable.
- Enable two-factor if you hadn’t.
- Check whether you reused that passcode on other services and change it there too.