What should I do if I suspect fraudulent activity on my Kixy account?
If you notice any suspicious or unauthorised transactions on your Kixy account, please act immediately:
Freeze or unfreeze your card: You can temporarily freeze your card within the app. You can also order a new card if you suspect your card details have been compromised.
Contact Customer Support: Reach out to our Customer Support team immediately through our in-app chat or via email at fraud@kixy.com and provide us details of the suspicious transaction(s).
Change your password: Update your account password, app passcode and enable two-factor authentication (2FA) if not already activated. You can find this information within Security & Privacy in your settings.
Secure device management: This allows you to remove devices that you don't recognise. It also tells you when the last device was online, what device it is, and its IP address. You can find this information within Security & Privacy in your settings.
How can I report a fraudulent transaction?
To report a fraudulent transaction:
Go to your Transaction history in the Kixy app or website.
Find the suspicious transaction, and click Report.
Our Fraud Team will investigate and keep you updated.
How long does it take to investigate suspected fraud?
Once you report a suspected fraudulent transaction, our Fraud Team will begin the investigation immediately. We aim to resolve most cases within 10 business days. However, complex cases may take longer. We’ll keep you informed throughout the process. You can also read our Security & privacy article for an overview of all the features Kixy has on offer to help protect you and your money
What steps does Kixy take to protect my account from fraud?
Kixy uses multiple layers of security to keep your account safe:
Encryption: All personal and financial data is encrypted.
Two-factor authentication (2FA): This adds an extra layer of protection by requiring a second form of verification.
Real-time fraud monitoring: We continuously monitor accounts for unusual activity and take action when suspicious behaviour is detected.
Secure device management: This gives you the ability to remove devices that you don't recognise. It also lets you know when the last device was online, what device it is and what the IP address is too.
Device authorisation: When logging in from a new device, we send a notification to inform you that a new device login has been detected.
Automatic logout: If you're inactive for a certain period, the app will log you out automatically to reduce the risk of unauthorised access.
How can I protect myself from fraud?
To help prevent fraud, follow these best practices:
Never share your password, passcode, PIN or two-factor authentication (2FA) codes with anyone.
Use a strong password that’s hard to guess and different from other accounts.
Regularly review your transaction history for any suspicious activity.
Enable two-factor authentication (2FA) to add an extra layer of protection. You can find this information within Security & Privacy in your settings.
Be cautious when clicking on links in emails or messages that claim to be from Kixy. Always ensure they come from our official channels.
Always know who you’re sending money to
Be sure you know exactly who you’re dealing with.
Kixy cannot reverse or refund money transfers once they’ve been completed. Scammers often create fake identities, pose as friends, family members, or businesses, and pressure you to send money urgently. Never send money to someone you don’t know or trust, even if they claim it’s an emergency.
Before you send money:
Verify the identity of the person or organisation.
Double-check the reason for the payment.
Pause if you feel rushed. Scammers often create a false sense of urgency to trick you into acting quickly.
Once the money is sent, it may be impossible to recover. Protect yourself by staying cautious and thinking twice before transferring funds.
What are some common types of fraud I should be aware of?
Common types of fraud include:
Phishing: Scammers try to trick you into sharing personal information by pretending to be Kixy or other trusted entities.
Account takeovers: Hackers gain unauthorised access to your account by obtaining your login credentials.
Money transfer fraud: Fraudsters trick people into sending money for fake reasons, such as emergencies or investment opportunities.
Always be cautious of unsolicited messages, suspicious links, and requests for personal information.
What happens if my Kixy account is locked due to suspected fraud?
If we detect unusual activity, we may lock your account temporarily to protect your funds. Please contact Kixy Customer Support via the in-app chat or at support@kixy.com to verify your identity and restore access to your account.
How do I verify communication from Kixy is legitimate?
All official communication from Kixy will come from our verified channels. Be cautious of any unexpected or suspicious emails, calls, or messages:
Check the sender's email: Ensure it ends in @kixy.com.
Avoid clicking unknown links: Always log into your account directly via the Kixy app or website rather than following links in emails.
If in doubt: Contact Kixy Customer Support to verify the legitimacy of any communication.
What should I do if I receive a suspicious email or message claiming to be from Kixy?
If you receive a suspicious message:
Do not click any links or provide personal information.
Forward the email or take a screenshot of the message and send it to fraud@kixy.com
Delete the suspicious message after reporting it.
Which third-party organisations can I contact if I suspect fraud?
If you suspect fraud and would like to seek additional guidance or support outside of Kixy, several third-party organisations can help:
Your bank or credit card provider: If your Kixy account is linked to your bank account or credit card, contact your bank or credit card company to report the fraud. They can take steps to protect your funds and prevent further unauthorised transactions.
Local law enforcement: Always report fraudulent activity to your local police station, especially if you have lost funds or believe you are a victim of a scam.
Action Fraud (UK): For UK-based customers, you can report fraud to Action Fraud at www.actionfraud.police.uk or call them at 0300 123 2040. They specialise in handling fraud cases and can offer guidance.
Important: Always be cautious when contacting third-party organisations and ensure you're using their official websites or phone numbers. Avoid providing personal or financial information to anyone claiming to be from these agencies without verifying their legitimacy.