What to do if you suspect fraudulent activity on your account
If you notice any suspicious or unauthorised transactions on your Kixy account, please take these steps immediately:
1. Freeze or unfreeze your card
Temporarily freeze your card using the Kixy app to prevent further unauthorized transactions.
If you suspect your card details have been compromised, you can order a replacement card through the app.
2. Contact Customer Support
Reach out to our Customer Support team via:
In-app chat: Start a chat with our support team. Head to Profile > Support > Contact Support. This is the quickest way to report fraud.
Email: You can also send a message to fraud@kixy.com.
Then provide details about the suspicious transaction(s).
3. Update your security settings
Change your account password and app passcode.
Enable two-factor authentication (2FA) if it isn’t already activated. You can manage this in Settings > Security & Privacy.
4. Manage devices linked to your account
Use the Secure Device Management feature in Settings > Security & Privacy to:
Remove unrecognised devices.
Check details like the last online date, device type, and IP address.
How to report a fraudulent transaction
Steps to report fraud:
Open your Transaction History in the Kixy app or website.
Locate the suspicious transaction.
Select Report to notify our Fraud Team.
Our team will investigate and keep you updated throughout the process.
Investigation timeline
Most fraud investigations are resolved within 10 business days.
Complex cases may take longer, but we’ll keep you informed of progress.
For more security tips, see our article on Security & privacy for an overview of all the features Kixy has on offer to help protect you and your money
How Kixy protects your account from fraud
Kixy uses advanced security measures to safeguard your account:
Encryption: All personal and financial data is encrypted.
Two-factor authentication (2FA): Adds an extra layer of security.
Real-time fraud monitoring: Detects and acts on unusual activity.
Secure Device Management: Allows you to monitor and remove unauthorised devices.
Device authorisation notifications: Alerts you when a new device logs in.
Automatic logout: Logs you out after inactivity to prevent unauthorised access.
How to protect yourself from fraud
Follow these best practices to stay safe:
Never share your Password, Passcode, PIN, or 2FA codes with anyone.
Use a strong password unique to Kixy and avoid reusing passwords across accounts.
Regularly review your Transaction History for suspicious activity.
Enable 2FA to enhance account security (Settings > Security & Privacy).
Be cautious of links in emails or messages. Ensure they come from Kixy’s official channels.
Tips for safe money transfers
Always confirm the identity of the recipient before sending money.
Key precautions:
Verify the recipient’s identity and payment reason.
Double-check details before transferring funds.
Be wary of urgency. Scammers often create pressure to act quickly.
Note: Once a transfer is completed, it cannot be reversed.
Common types of fraud
Be aware of these common fraud types:
Phishing: Scammers impersonate Kixy or others to steal personal information.
Account takeovers: Hackers gain access using stolen credentials.
Money transfer scams: Fraudsters trick users into sending money under false pretences.
Always be cautious of unsolicited messages, unfamiliar links, and requests for personal details.
If your account is locked due to suspected fraud
Kixy may temporarily lock your account to protect your funds.
Contact Customer Support via the in-app chat or email support@kixy.com to verify your identity and regain access.
How to verify communication from Kixy
Kixy will only contact you through verified channels:
Emails: Ensure the sender’s email ends in @kixy.com.
In-app chat: Kixy can reach out to you directly via the Kixy app.
Links: Avoid clicking unknown links. Log into your account directly via the Kixy app or website.
Verification: If unsure, contact Customer Support to confirm communication authenticity.
Reporting suspicious emails or messages
If you receive a suspicious message:
Do not click any links or share personal information.
Forward the email or screenshot the message and send it to fraud@kixy.com.
Delete the suspicious message after reporting it.
External resources for fraud assistance
For additional help, consider contacting these third-party organisations:
Your bank or credit card provider: If linked to your Kixy account, notify them to protect your funds.
Local law enforcement: Report fraud to your local police station if you’ve lost funds or been scammed.
Action Fraud (UK): Visit www.actionfraud.police.uk or call 0300 123 2040 for support in fraud cases.
Important: Use only official websites or phone numbers to contact these organisations. Verify legitimacy before sharing personal or financial information.