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 unauthorised 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: After speaking with Kixy AI agent, tap on 'talk to a person' and a customer support agent will pick up your conversation
Email: Or, you can send a message to fraud@kixy.com
Then provide details about the suspicious transaction(s).
You can also report suspicious transactions by:
Opening your Transaction History in the Kixy app or website
Locate the suspicious transaction
Select Report to notify our Fraud Team
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
Investigation timeline
Most fraud investigations are resolved within 10 business days
Once a fraud report is submitted, the Customer Support team will keep you updated on the next steps and any updates that take place during the investigation timeline
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. After speaking with Kixy AI agent, tap on 'talk to a person' and a customer support agent will pick up your conversation 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.