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Fraud Prevention and Suspected Fraud

Last updated on Sep 29, 2025

What to do if you suspect fraud on your account, or want to prevent fraud

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

The quickest way to report suspicious transactions is by:

  1. Opening your Transaction History in the Kixy app or website

  2. Locate the suspicious transaction

  3. Tap Report a Dispute, Fraud or Scam

  4. Briefly explain what went wrong and this will be escalated to a member of our Customer Support team

Or you can reach out to our Customer Support team via:

  • In-app chat: After speaking with Kixy AI, 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).

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, though complex cases may take longer. We'll always keep you informed of progress

  • 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

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, 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.

Kixy will not call you or contact you by phone. If someone is claiming to be Kixy on a phone call, hang up and contact our Customer Services team or send an email to fraud@kixy.com

Reporting Suspicious Emails or Messages

If you receive a suspicious message:

  1. Do not click any links or share personal information

  2. Forward the email or screenshot the message and send it to fraud@kixy.com

  3. 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.