If you believe your account may be compromised, first change your password, then there are some actions you can take in different situations:
What should I do if I spot a suspicious transaction on my account?
Then contact our Customer Support team, either directly through the Paytend app, or by emailing service@Paytend.com.
If you’d rather speak on the phone, you can request this during the chat. We’ll arrange a callback within the hour so we can discuss the matter further with you. Once in contact with one of our agents, please thoroughly explain the situation to us. Every detail here is important. Please be assured that we’ll take all necessary measures to assist you in this situation.
In addition to our legal obligations for fraud prevention, and in order to continually improve our security safeguards, we have a dedicated team who analyzes each fraud case individually. The fraud cases themselves are often relatively complicated and have to be dealt with in detail. Depending on the complexity, this can take a few days, but in some cases it can take several weeks.
Finally, if you have evidence or strong feelings that the account might have been hacked, we recommend that you file a police report as well.
What should I do if I’ve lost my card, or believe that my card details may have been compromised?
If your Paytend card has been lost, stolen or you believe your card details have been compromised, you should lock your card immediately in your Paytend app, and reorder a new one to keep your money safe.
What if I’ve lost my paired device? Could someone access my account?
If your paired device is lost or stolen, rest assured that your Paytend app can only be accessed when the right password is entered, or with fingerprint or facial recognition. Our customer service team will be able to assist you in pairing a new device to your Paytend account when you have one.
Where can I learn more about security at Paytend ?
To learn more about how we protect your account in case of fraud, visit our blog article. Visit our page about Security at Paytend to discover our commitment to protect your funds and your account.
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