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Loren

When you’re sending or waiting to receive money with us, you can usually expect it to arrive quickly. But sometimes, your transfer might take longer than normal to clear. This is something that comes up occasionally on our community channels, so we want to explain why your transfer may sometimes be delayed and what to do on the rare occasion this happens. 

First, please know that our priority is always to protect you, your money and identity, so we follow a strict set of guidelines set out by the Financial Conduct Authority (FCA) and the National Bank of Belgium (NBB). Sometimes this can affect processing times for transfers.

## How long will my transfer take?
Different types of transfers may take longer than others to clear. Here’s how long a transfer should normally take to process:

- __Transfers between Monese accounts__ — instant each way (including on weekends)
- __Local payments between your Monese GBP account and another UK account__ — we support UK Faster Payments, which should be instant each way (including on weekends); BACS payments will take 3 business days to receive, and CHAPS payments will arrive in your account on the same business day if they’re sent before 2pm 
- __SEPA payments between your Monese EUR account and another EUR account__ — next business day each way
- __Local RON payments between your Monese RON account and another RON account__ — up to 1 business day each way 
- __International payments (from outside the EEA) to and from your Monese account__ – will depend on the country you’re receiving from or sending to

Bear in mind that when you’re sending or receiving transfers, the timings will also depend on the other bank’s or financial institution’s processing times (and, in some cases, additional checks on our end or theirs). Many types of transfers don’t get processed on weekends and public holidays, so plan for extra time if you’re making transfers on one of these days.

## Why is my transfer pending?
![fighting-financial-crime](//images.contentful.com/96dxy75w1gjr/5kNHZEiZUXHsdWDI6t12aj/33c9a46e156d7d48e711a2217bbf0082/fighting-financial-crime.png)
When you have an outgoing transfer pending, you’ll see it in your transactions list in the app. This could mean that we may have to run a security check before processing the payment. We do this to make sure we’re keeping you and your money safe. Sometimes transfers can take time to settle as local receiving banks and financial institutions run their own checks too, which can also end up causing slight delays.

In the case of a security check from our end, we’ll reach out to you via email and may ask you for some details, such as the source of the money or reason for the transfer. Look out for our emails in your inbox — we’ll always contact you on the email address registered to your Monese account, and this is the email you should always use when communicating with us to speed things along. 

To help us get your transfer on its way, get back to us with the requested information and supporting documents as soon as possible as a reply to that email (don’t start a new email or use a different email to get back to us as this will cause delays).

## Why hasn’t my transfer arrived yet?
If you’re expecting a payment that’s taking longer than usual to appear in your account — which happens rarely — it could be because: 

### The payment wasn’t made correctly
![Sepa Payments](//images.contentful.com/96dxy75w1gjr/5vT4IYfIcKirn4FGzZln0z/e820a45301355154513cea50c4b8d53a/Sepa_Payments.png)
When you’re sending money from an EEA country, always make sure it’s a SEPA payment, as you currently can’t send a SWIFT payment directly to your Monese account. SWIFT is an international payment network and a type of international transfer. 

If you’re [transferring money from a bank from outside the EEA](https://monese.com/blog/receive-payments-outside-europe "How to receive payments from outside Europe"), you’ll need to use different account details. You’ll need to add your Monese ID as a payment reference, otherwise we’ll have trouble finding your transfer. If you’ve accidentally sent a SWIFT payment directly to your personal account number, wait for the funds to bounce back (this usually happens automatically) and try again using SEPA or your international bank transfer details.

### The wrong account details were used
![Account Details](//images.contentful.com/96dxy75w1gjr/3CBIRtguf1pzCncv1sm1zH/2e772574bad57f1724fd800644f83a16/Account_Details.png)
You can find your account details directly in the app, right under the balance. If you believe you’ve entered the wrong account details, get in touch with our Support team through your Monese app and we’ll try to help you locate your transfer.

### We don’t support the currency
![Currencies](//images.contentful.com/96dxy75w1gjr/1VTxHLCRgy4ylzbZmEhc2i/cd6b2c0876abf728a9bc08e574d0ae3a/Currencies.png)
We can only accept transfers in GBP, EUR and RON. So, if you accidentally send a payment in another currency to your Monese account, it’ll automatically bounce back to the sender’s account. Unfortunately, this could take a couple of weeks. We recommend contacting the sending bank and asking them to recall the transfer to help speed this up.

### We have to run a security check
From time to time, we might need to run regular checks to make sure we comply with all the regulations. This doesn’t mean you’ve done anything wrong — we just want to do everything to make sure we’re keeping you and your money safe. When this happens, we’ll send you an email with questions and may ask for additional documents. Please get back to us as soon as possible to get the transfer going.

## Transfers we don’t accept
Please note that we never accept some types of transfers, and these are any transactions related to adult entertainment or cryptocurrencies. Gambling transactions, for example, won’t go through if you’re in a country where it isn’t allowed. If you keep trying these sorts of transactions, you run the risk of having your [account blocked or closed](https://monese.com/blog/blocked-account "Why is my Monese account blocked?"). 

<br/><br/><br/>

We hope this has helped you better understand some of the rules and regulations we follow, which are in place to protect you and ourselves from financial crime. At Monese, we're always working to stay ahead of criminals and illicit activity to ensure our customers' safety.

If you still have questions, [get in touch with our Support team](https://monese.com/contact "Get in touch with us"). 

If you’re sending or waiting to receive money, learn how to make sure it arrives as quickly as possible

Why is my transfer pending? 

pending payment 1920x1080

pending payment monese screen blue background 

Blog post > Why is my transfer pending?

We want to explain why your transfer may sometimes be delayed and what to do on the rare occasion this happens.

Why is my transfer pending?

Part of our mission at Monese is to make financial services as fair, transparent and safe as possible. With that in mind, we want to share how we protect you, your money and your identity.  

## How your money is protected                                                
As you might know, we're authorised by the Financial Conduct Authority (FCA) as an e-money institution. Monese accounts are e-money accounts, and they’re provided by our long-term partner [PrePay Solutions](https://www.pps.edenred.com/ "PPS") (PPS), who is authorised and regulated by the FCA and the National Bank of Belgium (NBB) to issue e-money and provide payment services. As your account is provided by PPS, they’re also responsible for protecting your money.

At Monese, your money is protected through a process known as “safeguarding”.

### What is safeguarding?
Safeguarding means your money is kept separate from any money owned by Monese or PPS and it’s placed into a secure account with an authorised bank, or covered through an insurance policy or similar guarantee. __We never lend your money to anyone and it’s always available to you, on demand__. 

__There’s also no upper limit per customer or account for safeguarding. This means that all the money within your Monese account is protected.__

The safeguarding process makes sure that there’ll always be enough money to repay all customers if an e-money institution goes out of business. In the unlikely case that this happens, the process will be handled by an insolvency practitioner or administrator. It's also worth noting that because the administrator can deduct their costs from this money, you might get slightly less than your full account balance back and it may take longer. 

Banks offer different protection to their customer money. For example, in the UK, this is known as Financial Services Compensation Scheme (FSCS) — a statutory scheme that repays UK customers if a bank goes out of business and can’t repay customers itself. As explained above, your Monese account is protected through the safeguarding process. 

FSCS protection is limited to £85,000 per individual customer per covered firm, but there’s no upper limit per customer or account for safeguarding. This means that all the money within your Monese account is protected.

It’s also worth noting, for our customers in the UK, that in the unlikely case that an e-money institution goes out of business, it might take longer than an FSCS claim — which normally pays out within seven days — to return your money.

Safeguarding also applies to all pots you have with Monese, and similar safeguarding principles apply to money in EUR and RON accounts. Money you have in a savings account with Raisin is protected by the FSCS (or equivalent in Europe) as it’s deposited with authorised banks.

You can read more about how your money is safeguarded in section 2.2 of our [Terms](https://monese.com/terms "Terms & Conditions"). 
Here’s a [page](https://www.fca.org.uk/consumers/using-payment-service-providers "Using payment service providers") on the FCA’s [website](https://www.fca.org.uk/consumers/using-payment-service-providers "Using payment service providers") with more information for our UK customers.
If you’re a UK customer, you can also head to the FCA's website to find out more about the main differences between banks and e-money firms, or for more information on safeguarding requirements, go [here](https://www.fca.org.uk/firms/emi-payment-institutions-safeguarding-requirements "Safeguarding requirements for authorised payment institutions and electronic money institutions"). 

Bear in mind, though, there are times when you may not have instant access to your account. On rare occasions, we may need to block your account if it doesn’t meet certain requirements. You can read more about situations like this in our [terms and conditions](https://monese.com/terms "T&Cs") or on our [blog](https://monese.com/blog/blocked-account "Why is my Monese account blocked?").

## Keeping you and your details safe 
Protecting you, your money and your identity is our number one priority, and it sits at the heart of everything we do here at Monese. We’ve developed technologies and processes to protect you against fraud. 

To help us detect unusual activity, we use our own state-of-art systems to stay one step ahead of fraudsters and cybercriminals.  And it’s not just for you — we too don’t want our products to be used for financial crime. You can be confident that your personal information, account and money are safe and secure with us.

We’re also members of the fraud intelligence agency CIFAS, helping us stay in constant communication with other banking services and provide insight into fighting cybercrime.

## What can you do to keep yourself and your money safe?                                                            
There are many things you can do yourself to stay protected and keep your money safe and secure:

- Sign up to Monese with your own phone and set a strong passcode for your app. 
- When you’re out and about, be sure to use Privacy Mode, pay with your phone whenever you can and if you’ve lost your card, lock it in-app. 
- Check your transactions regularly and never share any sensitive or private information on public forums. 
- Using a [virtual card](https://monese.com/blog/create-virtual-card "Create a virtual card") is a good way to stay secure, particularly when you’re shopping online. 

You can read more about how you can keep your Monese account protected [here](https://monese.com/blog/keeping-monese-account-protected "Keeping your Monese account protected").

Online criminals and their schemes are becoming more sophisticated every day. New and complex ways to trick and rob innocent people of their money are constantly being created. Make sure you’re aware of things like [how we at Monese get in touch with you](https://monese.com/blog/make-sure-youre-talking-to-us "How to make sure you’re really talking to us"), how to tell if you’re on a legitimate Monese website or social media page, plus anything else we’d never ask of you. 

For even more advice on keeping yourself secure and how you can best keep an eye out for scams, head to our [blog](https://monese.com/blog-list?cat=security "Latest articles - Security").   

<br/><br/>

We’ll always work to protect you, your details and your money. If you have any questions, don’t hesitate to get in touch on [Facebook](https://www.facebook.com/MyMonese "Monese official Facebook page"), [Twitter](https://twitter.com/monese "Monese official Twitter page"), [Instagram](https://www.instagram.com/monese/ "Monese official Instagram page") or drop us a line at [community@monese.com](mailto:community@monese.com).

Everything you need to know about how we protect you, your money and your identity 

How we keep you and your money safe

Keeping your money safe - Landscape

Monese coins phone security shield lock blue 

Blog post > How we keep you and your money safe

We want to share how we protect you, your money and your identity.  

Each year, the UK’s [Citizens Advice](https://www.citizensadvice.org.uk/about-us/our-work/campaigns/current_campaigns/scams-awareness-month/ "Scams awareness month") runs a Scams Awareness Month campaign to inform people of the different scams happening out there, how to stay safe and what to do if you do happen to fall for a fraud scheme. This year’s campaign takes place from 14–27 June. 

## Common scams you could face
Keeping you aware of the different types of fraud making the rounds is important to us too. We like to take every opportunity we can to educate you so that you, your money and your account stay [protected](https://monese.com/blog/keeping-monese-account-protected "Keeping your Monese account protected").  

The pandemic made way for several [scams](https://monese.com/blog/avoiding-coronavirus-scams "Avoiding Coronavirus scams") to thrive as fraudsters took advantage of the most vulnerable people affected by Covid-19. And they’re still going on. 

Here we talk you through some of the most recent scams still making the rounds:   

### APP fraud
Also known as Authorised Pushed Payment fraud, this is when a scammer pretends to be a company or person you’re already familiar with or doing business with and tricks you into making a payment to their account. APP fraud can take many shapes and forms, from invoice to mandate scams.

__Tips for staying safe:__ 
- Double-check payment information before sending money.
- Transfer a small amount first and check payment has been received directly by the right party.
- Make sure to call an official number to confirm any payment requests you receive via email.

### Pension scams
This is a type of investment scam in which fraudsters may contact you via email, SMS, phone or even introduce themselves via a family or friend of yours who is also being scammed. They often offer free pension reviews, higher returns on your pension savings and use high-pressure sales tactics such as “limited-time offers”. 

__Tips for staying safe:__ 
- Don’t assume something is genuine just because a website or social media page looks real. 
- Always reject unexpected offers, especially if they’re coming out of the blue. 
- Don’t fall for pushy salespeople pressuring you to act fast.  

### Crypto scams
This is another type of investment scam that is popular on social media. You may notice criminals flooding the comments section of your favourite social network pretending to be successful crypto traders who can invest your money for high returns. Many scammers trying to lure you to their website are often phishing attempts to steal your information.

__Tips for staying safe:__ 
- Don’t trust strangers you don’t know on social media — especially with your hard-earned money.
- If something sounds too good to be true, remember that it probably is!
- If you’re considering investing, always get independent advice first and do thorough research.

### Romance fraud 
This type of scam also happens a lot on social media and dating websites or apps. It’s when someone uses a fake profile to form a relationship with you, gain your trust and then ask for money or personal information from you to defraud you. 

__Tips for staying safe:__ 
- Avoid giving too much of your personal information (such as your full name, address and date of birth) to someone you’ve never met in person. 
- If you’re using an official dating website or app, stick to this form of communication only — many criminals will pressure you to take the conversation over to social media to avoid traces of them asking for money or personal information on the dating site. 
- Don’t let anyone guilt or pressure you into sending them money if you’ve never met in real life no matter how much you feel you trust them or believe their story.  

### Shopping fraud 
This scam operates behind the anonymity of online and internet shopping. It can also take many forms including fake online shops, items not being received or getting goods that are different from what you ordered. 

__Tips for staying safe:__ 
- Always double-check the URL. Standard techniques used by criminals who want to send you to buy from a fake site include incorrect spelling, letters replaced by characters or numbers, special characters inserted, altered endings to URLs or adding an IP address.
- Buy from reputable sites or authorised sellers listed on a major brand’s website. 
- Avoid bank transfer buying and search for secure checkout options like Apple Pay, Google Pay, PayPal or major card schemes like Mastercard, instead.

### Delivery fraud 
Fraudsters are taking advantage of all the confusion and uncertainty regarding new delivery fees following [Brexit](https://monese.com/blog/parcel-taxes "Your money or your parcel"). Criminals are targeting recipients pretending to be from Royal Mail, Hermes, DPD and DHL with SMS messages asking them to pay for the release of parcels.

__Tips for staying safe:__ 
- If you’re not sure about the fees you’re being charged, it’s best to call the courier company’s official number to check the charges and what you owe.
- Remember that you’ll only ever receive an SMS from Royal Mail if you’ve opted in for the service. 
- If a parcel from Royal Mail couldn't be delivered to you, they’ll leave you a missed parcel slip to let you know. 

## Steps to take if you fall for a scam 
Don’t be ashamed if you happen to fall for fraud as it’s much more common than you may think. Action Fraud [reported](https://www.financialreporter.co.uk/features/online-financial-scams-are-on-the-rise-so-how-can-you-protect-yourself.html "Online financial scams are on the rise. So how can you protect yourself?") £1.7 billion lost to scams in the last year, and UK’s National Cyber Security Centre’s Active Cyber Defence program said it mitigated more than 700,000 online scams last year. And while this number may seem high, it doesn’t include the number of scams that go unreported.

If you happen to fall for a scam, here’s what to do:  

### 1. Lock your card
Do this immediately right from your app to avoid any further illegal use of your card or information. 

### 2. Contact our Support team
Get in touch through our in-app chat or email us at [fraudhelp@monese.com](mailto:fraudhelp@monese.com) to let us know you’ve been a victim of fraud and provide us with the transaction details and information on what happened. 

### 3. Report
Each country has its own [official authority](https://www.europol.europa.eu/report-a-crime/report-cybercrime-online "REPORT CYBERCRIME ONLINE") for reporting cybercrime and fraud — in the UK, for example, you can report your situation to [Action Fraud](https://www.actionfraud.police.uk/reporting-fraud-and-cyber-crime "Reporting fraud and cyber crime"). In the UK, you can also forward any text to SPAM (7726).

## Resources
Keep in mind that the scams mentioned here are only a few of the many types of fraud out there. Criminals are crafty and part of their job is to come up with new and ingenious scams every day to rob innocent and vulnerable people of their money. Don’t let this be you. Stay up to date by watching the news, reading up on the latest scams on our [blog](https://monese.com/gb/en/blog-list?cat=security "Security blog posts ") or other resources like [Citizens Advice](https://www.citizensadvice.org.uk/about-us/our-work/our-campaigns/all-our-current-campaigns/scams-awareness-campaign-2021/ "Scams Awareness Fortnight"), [Take Five](https://takefive-stopfraud.org.uk/ "Take five to stop fraud") and [Action Fraud](https://www.actionfraud.police.uk/a-z-of-fraud "A-Z of fraud").

If you’re from outside of the UK, we’ve gathered some other useful sites that may be more relevant for you: 

- France — [Ministry of the Interior](https://www.demarches.interieur.gouv.fr/particuliers/escroquerie "Ministre de l'Intérieur")
- Germany — [Polizeiliche Kriminalprävention](https://www.polizei-beratung.de/themen-und-tipps/betrug/ "Betrugsmaschen - Sie können sich schützen")
- Italy — [Commissariato di P.S. online](https://www.commissariatodips.it/ "sportello per la sicurezza degli utenti del web")
- Romania — [Centrul Național de Răspuns la Incidente de Securitate Cibernetică](https://cert.ro/ "Centrul Național de Răspuns la Incidente de Securitate Cibernetică")
- Spain — [AEECF](https://asociacioncontraelfraude.com/ "Asociación de empresas españolas contra el Fraude")
<br/><br/>

Remember: stay vigilant, be skeptical and stay safe! 


Stay safe from fraud

Scams - Landscape (1)

Alarm lock card Monese broken sheild protection scam cellphone 

Blog post > Stay safe from fraud

Each year, the UK’s Citizens Advice runs a Scams Awareness Month campaign to inform people of the different scams happening out there, how to stay safe and what to do if you do happen to fall for a fraud scheme. 

June is Scams Awareness Month 

With Black Friday officially here, the holiday shopping season is under way! And as many of us are confined to doing all our shopping online this year due to Covid-19 restrictions, it’s important to stay extra vigilant of the websites we’re surfing and purchasing from. 

There are plenty of scammers building sites, especially this time of year, that look legitimate but are, in fact, fakes. They’re malicious sites created to steal your bank information and money. So how do you tell a real site from a phoney one? While it's difficult nowadays as many fraudsters become more sophisticated in their work, there are still some telling signs you can watch out for to help keep yourself safe.

### 1. Take a close look at the URL  
Pay attention to the URL of the website you’re on. Even the slightest change in the address bar can redirect you to a different website entirely. Common techniques used by criminals who want to send you to one of their fake sites include incorrect spelling, letters replaced by characters or numbers, special characters inserted, altered endings to URLs or adding an IP address.

__Tip:__ When visiting a website, it's best to directly type the URL into your search bar versus clicking on a link you're unsure of. You can also open a new web browser window and Google what you are looking for, then navigate to your desired destination.

### 2. Watch for typos 
Spelling and grammar errors can indicate that a website went live quickly — sometimes in an attempt to take your money and run! That’s not to say legitimate websites will never have typos, but there will still be an effort to present a professional-looking website to potential customers.

__Tip:__ Read carefully and take your time reviewing a site for any odd mistakes or phrases that don’t make sense. 

### 3. Avoid “too good to be true” deals 
Before you shop, make sure you do your research and know the average market price for the product you’re looking for. Not only will this information help you snag a really good deal when you stumble across one, but it’ll also help you steer clear from the ones that are, in fact, too good to be true. Remember: if something is significantly below the average retail price, it could be a sign that it’s a scam. 

__Tip:__ To avoid fraudsters, only buy products from a store’s official website or an official list of authorised sellers listed on their website.

### 4. Look for secure payment options 
Any reputable online store will offer you secure payment options for making your purchases. Search for choices like checking out with Apple Pay, Google Pay, PayPal or major card schemes like Mastercard. If a website asks you to make a wire transfer, money order or other unsecured and non-refundable form of payment, it’s best to think twice! 

__Tip:__ [Shop online safely](https://monese.com/blog/secure-transactions) with your Monese card, which allows you to check out with Google Pay, Apple Pay or PayPal by linking your card. You can also buy online with a Monese [virtual card](https://monese.com/blog/create-virtual-card) for an extra layer of security. 

### 5. Check for viruses 
Ads aren’t a bad thing. But if hundreds of pop-ups are inundating you, it could be a sign that a site isn't secure. Several free websites allow you to run a quick check for viruses, phishing, malware, and known scam sites: Is [It Hacked?](http://www.isithacked.com/), [VirusTotal](https://www.virustotal.com/gui/home/url), [PhishTank](https://www.phishtank.com/). 

__Tip:__ PCs and Macs are both susceptible to malware. The best way to protect yourself is to install proven antivirus software. There are both free and paid options out there. 

### 6. Find the refund policy 
Honest websites should display a refund policy on their site along with terms and conditions. Look for these pages and make sure they’re populated with real content. If you can’t find this anywhere on the site, it’s another fast and easy way to spot a fake! 

__Tip:__ Before purchasing, make sure you read the refund and return policies plus the terms and conditions. Be sure that the policies are fair and that you’re comfortable with the measures outlined before proceeding. 

### 7. Search for ways to get in touch 
Genuine online retailers will always give you a way to contact them. This could be a telephone number, email address, address to a physical location or live chat. Before buying, make sure you find these points of contact so that you’re able to get in touch if something goes wrong. 

__Tip:__ Look through a few websites that offer a live chat option. If you’re getting the same generic response from all of them, it’s a good chance they’re phoney sites.  

### 8. Read reviews
Not only will reading customer testimonials help you make a wiser decision before purchasing, but it’ll help you learn of others’ shopping experiences (good and bad) before you buy. Take time to search online and on different review platforms for information on other customers’ experiences with the websites you’re interested in interacting with. 

__Tip:__ Make sure you search on independent review sites like [Trustpilot](https://www.trustpilot.com/) for an unbiased evaluation. 

### 9. Consider the source
Be careful with those Black Friday promotional emails landing in your inbox this time of year. If you don’t know the sender and the emails contain strange links sending you to unknown websites, don’t click on them (no matter how good the sale)! This is a common way criminals trick victims into giving up their financial information or infecting your devices. 

__Tip:__ Links can be shortened or compressed, concealing their true destination. The true destination will usually be displayed in your browser's bottom-left corner if you hover over the link. If you get an email about an offer, look up the store on your own and try to find it that way.

### 10. Don’t trust the padlock 
It used to be that you could feel safe browsing or shopping on a site with an SSL certificate (a padlock in the address bar) and if the URL started with https (the ‘s’ at the end stands for secure), but not anymore. As criminals can now obtain a padlock for their phoney site in a matter of seconds, you can’t rely on this alone. Make sure you apply all the other tips and advice outlined in this post when you're evaluating a website. 

__Tip:__ Don’t trust security badges or logos on a site, as these can easily be pictures that have been copied and pasted. If the badge or logo on a website doesn't lead anywhere legitimate with more security information, it’s most likely a fake.  

<br/><br/>

It's hard to tell a genuine website from a copycat these days, but we hope you feel better equipped to tackle any upcoming online holiday shopping with these tips. How do you keep yourself protected when purchasing online? Share your tips with us on [Facebook](https://www.facebook.com/MyMonese/), [Twitter](https://twitter.com/monese?lang=en), [Instagram](https://www.instagram.com/monese/) or email us at [community@monese.com](mailto:community@monese.com). 


If you’re shopping online this Black Friday and Cyber Monday, don’t fall for fraudulent sites  

Top 10 tips to spot a fake website

spotting-fake-websites

Blog post > Top 10 tips to spot a fake website

It may be Halloween, but there are certain tricks you’ll want to ward off this season. At the start of the Covid-19 pandemic, we shared some tips for [avoiding scams](https://monese.com/blog/avoiding-coronavirus-scams) during the outbreak. Many evil schemes to rob you of your money or steal your personal information are very sophisticated. UK Finance’s [Take Five](https://takefive-stopfraud.org.uk/about/take-five/) national campaign has added plenty of details on coronavirus-related scams for individuals and business owners to be aware of. To follow up on our earlier post, we’d like to share a summary of some of these wicked tactics that have been trending so far this year. 

<div data-comp="signup"></div>

### TV licensing 
If you or someone you know is over the age of 75 and due for a TV licence fee change, listen up: an email that’s been going around impersonates the organisation and uses their official branding to trick you into giving up your financial information. The email claims that your payment has failed and includes a link that will prompt you to set up a new direct debit — don’t fall for it! Plenty of criminals set up fake websites that look exactly like the real thing but are only there to steal your personal and banking details. 

__Tip:__ Never click or download any suspicious links or attachments from unsolicited emails no matter how official or legitimate it seems.  

### Council tax reduction 
Similarly, fraudsters are reaching out via email pretending to be from the “government” and offering you a council tax reduction. The email will also include a link so you can claim your reduction, but really it leads to another phoney website that they built to steal your financial information and even your identity. 

__Tip:__ Read and reread unsolicited emails. Watch for any typos or weird hyperlinks, which can be obvious indicators that it’s a scam. Don’t be afraid to Google and research any odd links. 

### Wi-Fi provider 
With so many people working from home these days and kids homeschooling, we’re fully relying on a stable internet connection and at-home Wi-Fi to keep connected and get our work done on time. Criminals know just how dependent you’ve become on your Wi-Fi and are taking advantage of this. They’ll call you, impersonate your internet company and threaten to shut off your Wi-Fi connection unless you pay a fee. In a panic, you might feel pressured into providing your details, but stop, think and fight the urge to do so. 

__Tip:__ If you’re ever unsure who’s on the phone, hang up and call back using an official number on their website.

### IT support 
In a similar scenario, you may be contacted via telephone by a fake IT service provider telling you there are issues with your internet connection. They’ll advise you to download harmful software that could contain viruses, malware or even give the scammer remote access to your PC! 

__Tip:__ Scammers can spoof phone numbers (and emails and text messages). This means a call could appear like it’s coming from an authentic number but isn’t. 

### CEO scam 
On the subject of remote work, we’re also relying much more on email communication with our colleagues instead of face-to-face meetings. Another type of phishing email that’s been common during this age of social distancing and telecommuting is an urgent email from someone on your team like a CEO, HR or finance. Once again, the email asks you to do something like move money, send banking or security information or change payment details for a contract or supplier. Due to spoofing, the message can appear to be coming from a genuine email account, usually from a boss, senior manager, even CEO. 

__Tip:__ Always confirm urgent payment requests directly with the sender, either in person or over the phone, if you’re still working from home. 

### Coronavirus gear
As the whole of Europe is seeing a surge in Covid-19 cases amidst a second wave, people may probably enter into panic mode once again and start hoarding things like toilet paper, hand sanitiser, protective masks, gloves, etc. Don’t be surprised if you start seeing sellers on social media, new websites or even people contacting you via phone or mobile directly to sell you protective gear. 

__Tip:__ Only purchase from legitimate and reputable retailers or an official list of authorised sellers listed on a major brand’s website.

### Government relief schemes 
Whether it’s for individuals, families or small business owners, you may be fooled into clicking on a link offering you a government handout during these trying times. Scammers will target you via SMS or fake emails and ask you to click on a link to see if you’re eligible for the scheme. In fact, it’s just another way for them to obtain your personal and financial information. 

__Tip:__ It’s best to visit official government websites (type the website directly into your web browser) for information on Covid-19 relief grants. 

### Invoice and mandate scams 
Another scam entrepreneurs need to be aware of is the invoice and mandate scam, which is when a criminal will impersonate one of your suppliers. Sometimes this information may be readily available on your company’s website or other channels. A scammer will then spoof and impersonate a supplier and ask you to update their bank account details. Later, when it’s time to pay an invoice from your supplier, you’ll have the fraudster’s bank account details on file and will have sent the money to them. 

__Tip:__ Double-check payment information before sending any money. If you’re working with a new supplier for the first time, transfer a small amount first and check payment has been received directly by the company. 

### Bitcoin investments
In a world of social media and influencer culture, it’s easy to fall under the spell of our favourite celebrities if we see them endorsing a product or service. But remember: these fraudsters are creative and crafty! They’ll photoshop images of Hollywood stars to deceive you into false bitcoin scams and investments. They’ll flood the comment section of your favourite social media platforms with links to opportunities that are “too good to miss”. These links may take you to bogus websites or even infect your devices with malicious software.  

__Tip:__ Be cautious of social media posts or adverts using celebrity endorsements to trick you into investing and “too good to be true” offers. 

### Knock, knock...who’s there? 
Don’t think that you can only fall victim to fraud online or via your mobile or telephone. Some criminals won’t think twice about walking up and ringing your doorbell! During this pandemic, people have been posing as health officials claiming that they need to inspect and assess homes and coerce you into handing over fees for this service. 

__Tip:__ Never let strangers into your home, and keep in mind that medical or health professionals won’t come to your home unannounced and without prior notification.

This is only a fraction of the type of scams that are floating around nowadays. There are plenty more out there as it’s the job of cybercriminals and fraudsters to come up with new schemes daily to trick innocent people out of their money. We must stay extra alert and question anything out of the ordinary that may come our way. 

If you do suspect you’ve fallen victim to fraud using your Monese card or account:
- __Lock your card immediately__ to avoid any other potential unauthorised transactions
- __Contact support__ at [fraudhelp@monese.com](mailto:fraudhelp@monese.com) to report your situation — we’ll let you know how we’re able to help, and we’ll always advise you on the best steps to take depending on your problem
- __Report it to the authorities:__ each country has an official authority for [reporting cybercrime](https://www.europol.europa.eu/report-a-crime/report-cybercrime-online) — in the UK, for example, you can report your situation to [Action Fraud](https://www.actionfraud.police.uk/) 

<br/><br/>

And in the true spirit of Halloween, remember this: things aren’t always what they seem to be! 

Plus tips to help you steer clear of these scary scams 


Trick...or treat? Frightening financial fraud to fend off 

Halloween Scams Blog Post

Blog post > Trick...or treat? Frightening financial fraud to fend off 

Plus tips to help you steer clear of these scary scams 

At Monese, it’s important that we keep your account and money safe from fraud and illicit activity. One of the ways we do this is by offering all kinds of safe ways to make transactions that keep your account details protected. 

So whether you’re paying with your card or phone, online or in-store, know that with our state-of-the-art technology, your money and personal information are protected when making purchases. 

<div data-comp="signup"></div>

### Paying with your Monese card 
With your contactless Mastercard debit card, you can make quick and secure payments with just a single tap of your card at any contactless terminal when shopping in-store. When you go online, count on [3D Secure](https://monese.com/blog/2018/12/shop-online-3d-secure) technology for a safer way to pay. Wherever merchants offer this layer of security, you’ll receive a single, one-time password via SMS to enter before completing your purchase on the site. And if you ever lose track of your Monese card, simply lock it in-app to prevent it from being used illicitly. If you find it again, unlock your card just as quickly and easily. 

### Paying with Apple Pay
Why pay with your card at all when you can pay with just a fast tap of your phone? [Apple Pay](https://monese.com/blog/2019/04/apple-pay-is-here) is the private, secure and easy way to pay with iPhone, Apple Watch, iPad or Mac. Pay quickly without the hassle of using a card and avoid the contactless limit altogether. Apple’s mobile payment service is accepted worldwide, and purchases can be made at any vendor, transport terminal, shop or hotel that accepts contactless payments. Easily link your Monese card to your Apple Wallet in just a few simple steps.

### Paying with Google Pay
[Google Pay](https://monese.com/blog/2019/09/google-pay-europe) works at millions of places around the world, from retail stores to corner shops. Use it on your Android phone anywhere contactless payments are accepted. You can even use it to pay online (where Google Pay is accepted). To keep your payment information and account safe, Google Pay uses multiple layers of security. It doesn’t send your card number to the merchant. An encrypted virtual account number (called a token) is used instead, so your card details always stay safe.

### Linking with PayPal
For added scale, speed and security, link your Monese card to your [PayPal](https://monese.com/blog/2019/07/monese-with-paypal) wallet and make it your preferred way to pay. Check out in seconds online or at millions of stores worldwide, from small boutiques to big-name merchants. Your card details are never shared with vendors to protect you, your money and purchases even after check-out thanks to PayPal’s data encryption and fraud protection.

### Using a virtual card 
Another easy and secure way to pay straight from your phone? Your Monese [virtual card](https://monese.com/blog/2019/12/create-virtual-card)! Along with the same functions as your regular Monese card, a virtual card provides you with a unique 16-digit number different from your physical debit card number. This gives you an extra layer of security and is a fantastic alternative for a simple, safer, and faster transaction. Lock it immediately after each use to prevent further transactions and unlock it again whenever you need it next. Your virtual card can also instantly be linked to PayPal, Apple Pay or Google Pay to pay contactless. 

To give you extra peace of mind, you receive an instant push notification whenever there’s a transaction on your account. This gives you better control over your account and payments. It allows you to keep an eye and quickly identify any suspicious activity or unauthorised transactions. 

We’ll always work to protect you, your details and funds. If you have any questions, don’t hesitate to get in touch on [Facebook](https://www.facebook.com/MyMonese), [Twitter](https://twitter.com/monese), [Instagram](https://www.instagram.com/monese/) or email us at [community@monese.com](mailto:community@monese.com).

[Sign up now ](https://www.monese.com/download-now)

Tips for making transactions safely with your card or phone 

Shop and pay securely online or in-store

Payments & Transfers 1920

Blog post > Shop and pay securely online or in-store

Tips for making transactions safely with your card or phone

Protecting your money has always been our number one priority and at the heart of everything we do here at Monese. We’ve developed breakthrough technologies and onboarding processes to protect you against fraud. You can be confident that your personal information, account and money are always safe and secure with us.

But did you know there are also things you can do yourself to stay protected? We want to share some tips with you to help you do just that. 

<div data-comp="signup"></div>

### Sign up to Monese with your own phone
Signing up to Monese with another person’s phone can put you and your account at serious risk of fraud, so this is something we strongly advise against. When joining Monese, make sure you use your own personal mobile device to sign up and never try logging in with another person’s phone. And remember not to give your login information to anyone else.

### Set a strong passcode
Your passcode is your personal key to your Monese account. You shouldn’t ever share it with anyone, and make sure it's a passcode you don’t use for anything else. If you ever happen to forget it, you can easily reset it once we’ve verified your identity. You can also take advantage of our biometric login options such as fingerprint recognition or Face ID when logging into your app for extra security.

### Use Privacy Mode in public
If you’re out in the open, keep your balance and transaction amounts private by opening your app in Privacy Mode. Once you’ve turned it on, you can also toggle it within the app with a quick shake of your phone!

### Pay with your phone
With Monese, you can pay with just a tap of your phone. By setting up your cards on Apple Pay or Google Pay, you can pay in-store anywhere the contactless symbol is displayed. For an extra layer of security, your phone will generate a code that’s unique for each transaction (also called a token). This way, your card details are never shared with the merchant.

### Lost your card? Lock it
Did you know you can easily and quickly lock your card from your app if you happen to misplace it? This will prevent anyone from using your card illicitly if found. If you happen to recover your card later on, you can unlock it just as fast, all within your app. If you can’t find your card at all, you can report it lost or stolen right in the app. Then, order your new card also from your app, and we’ll send you a new one to your address ASAP!

### Check your transactions
It’s a good idea to keep an eye on your outgoing transactions regularly to prevent and spot any fraudulent activity early. This is especially important to do while travelling. Things you want to be on the lookout for include double charges, missing refunds or unauthorised spending. If you do spot anything out of the ordinary, lock your card right away. Then get in touch with our Customer Support team to report your situation. We’ll let you know how we’re able to help and advise you on the best steps to take depending on the incident.

### Keep your app and phone updated
It’s essential to keep your phone and Monese app up to date. Even if an app update doesn't introduce many new features, it's still worth a download. It’ll ensure you have the latest protection installed to keep your account and app safe.

### Don’t disclose private information on public forums
We love hearing your feedback across our community channels. However, please bear in mind that our pages are public, meaning all the content, including your comments, can be seen by anyone! Therefore, refrain from posting sensitive information such as account details, documents, passcodes, email addresses, phone numbers or anything that may compromise your safety. Also, remember that we can't discuss specific account-related issues on social media. It's best to get directly in touch with our Customer Support team if you have any issues or questions related to your account.

We’ll always work to protect you, your details and funds. If you have any questions, don’t hesitate to get in touch on [Facebook](https://facebook.com/MyMonese), [Twitter](https://twitter.com/Monese), [Instagram](https://instagram.com/monese) or drop us a line at [community@monese.com](mailto:community@monese.com).

01-Password-Protection 3f4868c4b26d42bdbc5c1cc73be46c1f

Blog post > Keeping your Monese account protected

Keeping your Monese account protected

Here are some tips for staying safe 

Today easyJet announced a cyber-security attack that could have exposed the personal details of up to 9 million customers.

The company has said that email addresses and travel details were accessed and that they’ll be contacting everyone affected by this. Their statement also mentioned that 2,208 people have had their card details stolen.

We’re working on contacting all of you who’ve completed transactions with easyJet so that you can be extra vigilant.



## What we know so far
Since your safety and security is always our top priority, we’ve been keeping up with the latest information and will continue to do so in the coming days. Here’s what we know:

- EasyJet announced they’ve discovered a “highly sophisticated” cyber-security attack that exposed 9 million customers’ personal details
- 2,208 people may have had their card details stolen
- EasyJet plans to contact all affected customers by the 26th of May, but say they’ve already contacted anyone who may have had their card details stolen
- They’ve stressed that there’s no evidence that any personal information has been misused


## What information was breached?
While easyJet has said there isn’t any evidence of data being misused, it’s important to note the types of personal data accessed: email addresses, travel details and some credit card details, including CVV codes.



## What we’re doing about it
Security is our utmost priority, and we want to let you know that we’ve always got your back. When there’s a customer data breach like this, we always check to make sure your money is safe. Since easyJet’s announcement, we’ve been running checks for all our customers’ accounts, looking for any suspicious or unusual activity. We’ll let you know if we find anything. In the meantime, as mentioned above, we’re contacting all our customers who’ve completed transactions with easyJet so that they can be extra vigilant.



## What you should do
If you’ve been affected in any way, easyJet should get in touch with you within the next week to let you know. You can also contact easyJet via their [support page](https://www.easyjet.com/en/help/contact). A [page on their website](https://www.easyjet.com/en/infoalert) dedicated to this matter also suggests you email them at infoalert@easyjet.com.

If you’ve already been notified by easyJet that your card details have been exposed, please lock your card from the app right away, and get in touch with our [Support team](https://monese.com/contact) — we’ll cancel your card and send out a new one to you at no cost.

And since email addresses and travel details were accessed, we also recommend staying extra vigilant and looking more closely for any potential phishing scams, spam emails or any out of the ordinary communications.



We take every step possible to protect you, your details and finances. These have been the key foundations of our business since the very beginning. We’ll be updating this blog post as we know more. In the meantime, if you have any questions, our [Support team](https://monese.com/contact) is always here to help.

Low-cost airline EasyJet has revealed a cyber-attack where customers’ personal data has been exposed

EasyJet data breach: what you need to know

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Blog post > EasyJet data breach: what you need to know

Low-cost airline easyJet has revealed a cyber-attack where customers’ personal data has been exposed

It’s easy to fall for scams on the internet. It happens to even the digitally savviest of people. 

Online criminals and their schemes are becoming more sophisticated every day. New and complex ways to trick and rob innocent people of their money are constantly being created. It can be hard to keep up with all the hoaxes thought up by these crooks. From fake websites that look almost exactly like the real thing to fraudulent emails that read absolutely legitimately, it’s getting more and more difficult to differentiate between what’s true and what’s phony.

That’s why we want to help you avoid these unfortunate cons. Our first priority is always to protect you and your money. To do this, we want to make sure that you’re always aware of things such as how we at Monese get in touch with you, how to tell if you’re on a legitimate Monese website or social media page, plus anything else we’d never ask of you.

### Our official pages
![body-visual-badge](//images.ctfassets.net/96dxy75w1gjr/3jWM8gTG2cKP7UCWbE0c0b/145798a9a15f3fb836ee3c014303fc63/body-visual-badge.jpg)

To make sure you’re on our real website, be sure to inspect the link carefully. Note that all of our web pages are on the __monese.com__ domain only (this includes *subdomains* like [support.monese.com](https://support.monese.com/ "Support")).

You can now also log in to Monese from your desktop, via [web.monese.com](https://web.monese.com "Monese for web") (you can read more about it [here](https://monese.com/blog/2020/04/monese-for-web "We’re rolling out Monese for web")).

It’s important to be aware, however, that we do have affiliate partners too. If you happen to come across one of them, make sure that any links always lead back to monese.com or our apps on [Google Play](https://play.google.com/store/apps/details?id=com.monese.monese.live&hl=en "Google"), the [App Store](https://apps.apple.com/app/monese-a-banking-alternative/id1102793407 "Apple") or [AppGallery](https://appgallery.huawei.com/#/app/C103759763 "Huawei").

The following are our official social media pages: 

- [@mymonese](https://facebook.com/MyMonese "Official Monese Facebook page") on Facebook
- [@monese](https://twitter.com/monese "Official Monese Twitter page") on Twitter
- [@monese](https://instagram.com/monese "Official Monese Instagram page") on Instagram
- [@moneselife](https://instagram.com/moneselife "Official MoneseLife Instagram page") on Instagram
- [Monese](https://www.linkedin.com/company/monese/ "Official Monese LinkedIn page") on LinkedIn
- [Monese](https://www.youtube.com/monese "Official Monese YouTube page") on YouTube
- [@MyMonese](https://medium.com/@MyMonese "Official Monese Medium page") & [Monese Insights](https://medium.com/monese "Official Monese Insights Medium page") on Medium

We’re also on [Glassdoor](https://www.glassdoor.com/Overview/Working-at-Monese-EI_IE2235621.11,17.htm "Official Glassdoor Monese page"). For Facebook, Twitter and Instagram, watch out for the verification badges to know it’s us (the checkmark next to our name). The pages outlined above are our only social media pages. If you stumble upon any other, let us know right away on community@monese.com. We do report any fake ones as soon as we learn of them and do our best to keep them at bay. 

Some fraudsters will also reply to your comments, either on our community pages or elsewhere, pretending to be Monese. It’s worth clicking on the profile to confirm it’s actually coming from one of our official social media pages before engaging. Again, we do our best to keep up with these fake pages and we always work to take them down as soon as we can.

### How to get in touch with us
![body-visual-1-V1](//images.ctfassets.net/96dxy75w1gjr/6dgvjeOQ4dmaoxLCF1yeRq/4d4867161e6bda251253c42d73ff51ec/body-visual-1-V1.jpg)

Here are the ways you can contact us and how we’ll contact you if we need to. First, there are 3 different ways of getting in touch with our Customer Support team if you have any questions or issues about your Monese account: 

__Email__: You can write to us at support@monese.com, but make sure it’s from the email address you used to open your Monese account.

__In-app chat__: Open your app and tap on ‘More’, then ‘Support’. We’ll show you our most frequently asked questions &mdash; and if you don’t find the answer you’re looking for, you can start a chat with us.

__Phone:__ For urgent things you can also call us and talk to our multilingual Support team (you can do this from the app, or find the number on the back of your card). Keep in mind that wait times can be longer here, depending on how many calls are in the queue. When you call, we’ll always ask security questions to confirm your identity before we proceed to discuss any account details.

Keep in mind that we can’t get into any details about your account via our social media channels even if it's through private messages &mdash; we’ll always need you to use one of the channels above. 

Speaking of social media and as outlined in our [community guidelines](https://monese.com/community-guidelines "Monese community rules"), please don’t post public comments with sensitive information like account details, documents, passcodes, email addresses, phone numbers or anything that may compromise your security. We’ll remove these wherever we can, but fraudsters could also see this and use it to target you!

### How we’ll get in touch with you
![body-visual-2v-V1](//images.ctfassets.net/96dxy75w1gjr/7mwU7nJJl9bP8RlrZtzPDK/ab6176bc06e55b7944352674bf73a2c3/body-visual-2v-V1.jpg)

Sometimes we’ll get in touch by email. Usually it’ll be from support@monese.com, but we do also use other email addresses. 

To make sure it’s a real email from us, check the email address carefully, watch out for any typos and verify it’s coming from a __monese.com__ domain (or a subdomain like __news.monese.com__). Please keep in mind that email addresses can be ‘spoofed’ (i.e., appear to come from us), so read the email and check that it doesn’t mention something we’d never ask you for (learn more below).

If you’re ever not sure if an email is legitimate, or you get an email from any other domain claiming to be someone from Monese or acting on our behalf, please let us know right away. Just forward the email to support@monese.com to check with us.

We may also need to give you a call. If we do, it’ll usually be from our UK number (+44 1706 304 001) but it could also be from any one of our local numbers. If we ring you, we’ll always introduce ourselves first and explain the reason we’re calling. Please keep in mind that phone numbers can also be spoofed – so if at any point you’re in doubt about whether it’s us calling, hang up and call us back on the number on the back of your card (we won’t take it personal, we promise). 

It’s important to know that we’ll never do the following: 

- We’ll never call or email asking you to transfer money to another account. 
- We’ll never use social media to contact you about your account or ask for any details about it.
- We’ll never ask for your full card number, expiration date, CVV or PIN code, your app passcode, security codes you receive via SMS or any personal passwords.

### What can I do if I’ve been a victim of fraud? 

First, try and stay calm. If a card transaction comes up and you don’t recognise it, lock your card using your app immediately to avoid any further questionable use of your card or information. Then, or for anything other than an unrecognised transaction, contact our Support team at [fraudhelp@monese.com](mailto:fraudhelp@monese.com) to report your situation. We’ll let you know how we’re able to help. We’ll always advise you on the best steps to take depending on your problem. 

Each country has its own [official authority](https://www.europol.europa.eu/report-a-crime/report-cybercrime-online "Europol") for reporting cybercrime as well. If you’re in the UK, for example, you can report your situation to [Action Fraud](https://www.actionfraud.police.uk/ "Start reporting").

Remember to stay safe and always be vigilant!

Official pages and other things to check for when talking to our team 

How to make sure you’re really talking to us

Hero-1-V1 50390c38ed0094a386d62c09f1033516

Monese homepage laptop yellow shield on screen magnifying glass 

Blog post > How to make sure you’re really talking to us

It’s an especially sensitive and vulnerable time right now due to the Coronavirus (Covid-19) outbreak, and cybercriminals are certainly taking advantage of people’s distraught state. There’s plenty of news already on some of the schemes that have been cooked up to rob people of their money, data and personal information during the crisis. 

For example, you may receive phone calls from “hospital officials” or even “friends” asking for money transfers, claiming they’re in desperate need during this outbreak. It’s important to be skeptical, however, as these are often fraudsters trying to take advantage of you. This is just one example. New tactics are being made up every day, making it difficult for most of us to keep up. That’s why we’re outlining a few things to keep in mind to help keep you from falling victim to fraud during an already challenging time.

<div data-comp="signup"></div>

### Don’t open suspicious links or attachments
There are plenty of bogus phishing emails and SMS messages going around offering help from local governments during the crisis, free consumer products, [free school meals](https://twitter.com/educationgovuk/status/1242493721536606209), maps to track spreading or even Coronavirus cures (__remember that there is currently no approved vaccine or treatment for Covid-19__). 

These may seem like they’re coming from official authorities such as national or global health organisations. But no matter how legitimate an email or text may seem, never forget that emails and phone numbers can be spoofed. Therefore, it’s best not to open any links or attachments as they can contain malware. Instead, visit the official websites or social media pages of your local government and authorities for real information and to keep up to date. For example, the WHO has launched [a free WhatsApp service](https://www.whatsapp.com/coronavirus/who) to offer verified information and advice. 

### Be extra careful when purchasing online
Scam artists take advantage of people in desperate times. If you’re looking online for items that are quickly disappearing off of supermarket shelves (such as toilet paper, hand sanitiser, cleaning wipes, soap, food, etc.), pay attention to who and where you’re buying from. 

There are many fake shops, websites and social media pages popping up online claiming to sell these in-demand items. Make sure you’re shopping from trusted and reputable retailers only and using their secure payment websites or check out with PayPal, Apple Pay or Google Pay (and avoid bank transfer buying). It’s also a good idea to have a look at customer reviews and testimonials before any purchase, and avoid anything that looks overpriced. 

### Watch out for fraudulent fundraising scams
Fraudsters will also take advantage of people’s charitable spirit and goodwill during times like these. They’ll spam you with fake emails, texts, phone calls and even crowdfunding pages (which are particularly popular on social media sites) asking for your contributions to help during the outbreak. They might even say they’re working or collecting on behalf of the government or a reputable health organisation. 

But be sure to look closely at who and what you’re donating to. Don’t enter any personal card details or information on any website you’re unsure of. If you wish to give during these trying times, make donations to official funds such as the World Health Organisation’s [Covid-19 Solidarity Response Fund](https://covid19responsefund.org/) or local non-profit organisations you know and trust. 

### Consider the source
If you’re looking up information online related to Covid-19, beware of the websites you’re visiting. There have been many malicious domains set up which contain malware and viruses to infect and steal information off your computers. Check all the links and watch for any typos or weird misspellings as these can all be indicators of a phony site. Once again, make sure you’re only visiting official authority and government websites when seeking the latest news and developments on Coronavirus. 

If you do fall victim to a scam, remember to do your best to stay calm. If you believe your Monese card or account have been compromised, lock your card as soon as you can. This will help to avoid any further fraudulent use of your card or information. Then get in touch with our Support team at [fraudhelp@monese.com](mailto:fraudhelp@monese.com) to report your situation. We’ll let you know how we’re able to help. We’ll always advise you on the best steps to take depending on your problem. You should also report it to the official authority - typically each country has its own agency for [reporting cybercrime](https://www.europol.europa.eu/report-a-crime/report-cybercrime-online) or fraud. 

Remember: be vigilant, skeptical and stay safe!

__31 March update:__ [Here's how to make sure](https://monese.com/blog/2020/03/make-sure-youre-talking-to-us) you’re really talking to us, including official pages and other things to check for when talking to our team.

Fraudsters are taking advantage of the Coronavirus outbreak — don’t fall for it

Avoiding Coronavirus scams

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Blog post > Avoiding Coronavirus scams

There’s nothing more frustrating, frightening or surprising than opening your Monese app only to find that your account has been blocked. We understand what an upsetting experience this can be, especially if you believe you haven’t done anything wrong. We get it. 

This is something that comes up often across our community channels, so we want to explain why we may (on the rare occasion) need to block an account. 

First, it’s important to know that our aim is to provide you with financial services that are safe, secure and lawful. Our first priority is always to protect you and your money. To do this, we follow a strict set of guidelines set out by the [Financial Conduct Authority (FCA)](https://www.fca.org.uk/ "Regulator in the UK") and the [National Bank of Belgium (NBB)](https://www.nbb.be/en "Regulator in Europe"), depending on where you live. This means that sometimes we have to block &mdash; or even close &mdash; an account that doesn’t meet certain requirements. 

We might also need to block or close your account if we think it's being used for anything outlined in clauses 2.41 and 2.42 of our [Terms and Conditions](https://monese.com/eu/terms "T&Cs"), such as: 

- unauthorised use of your Monese account or card 
- the use of your Monese account or card in a negligent or fraudulent manner, or other unlawful purposes
- inaccurate information provided by you during the application process

All banks, financial institutions and many other types of businesses comply with these FCA or NBB rules. While it may not always seem fair, we never block an account without good reason.

## Fighting financial crime
![Financial crime](//images.ctfassets.net/96dxy75w1gjr/0q6GdKXcfOcMNQbQoN6sU/0562d3f9ca4119589c651578b8e431e4/fighting-financial-crime.png)

The most important regulation protecting your account with us is The Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017 ([MLR 2017](http://www.legislation.gov.uk/uksi/2017/692/contents/made "Regulation")). If we suspect illegal activity, by law, we must take action immediately. Criminal use of our services isn’t in anyone’s interest &mdash; neither yours or ours - and we take the matter very seriously.

We’re also members of the fraud intelligence agency [CIFAS](https://www.cifas.org.uk/ "Credit Industry Fraud Avoidance System"), helping us to be in constant communication with other banking services and provide insight into fighting cybercrime.

To help us detect unusual activity, we have our own state-of-the-art systems in place. They play a big part in protecting your money from criminals who might be trying to gain access to your Monese account. And it’s not just for you - we ourselves don’t want our products to be used for financial crime.

## Getting to know you
![ID](//images.ctfassets.net/96dxy75w1gjr/1VxynPF2WTJPuiio6kytTq/d5b9d228af47177ee0e43707408ae697/getting-to-know-you.png)

When you sign up with us, one of the first things we do is a “Know Your Customer” (KYC) check. This is a process we use to gain a better understanding of your financial profile and behaviour. In particular, we need to be able to:

- make sure you are who you say you are
- manage any risk involved in your finances
- monitor your payments, transfers and balance top-ups 
- have correct and up-to-date information about you

You can learn more about these requirements on the [FCA’s website](https://www.fca.org.uk/firms/knowing-customer-assessing-needs "Knowing your customer").

In order to keep you and our business safe, we perform regular checks on everyone &mdash; this often leads us to our next step.

## Sometimes, we need more information
![Email notification](//images.ctfassets.net/96dxy75w1gjr/5zhLVxYBUjj0xvultsgNWx/612859d5045b7021765dab95b97b126b/need-more-information.png)

When we don’t have all the details we need, we’ll get in touch with you, usually by email, to find out more. 

Sometimes, we may need to do a security check to make sure that nobody else is using your account. This doesn’t mean you’ve done anything wrong &mdash; we’ll just need to ask a few questions to check you haven’t been exposed to any security risks. 

If we can’t verify who’s using your account and why, it means we aren’t meeting KYC guidelines, and could be in violation of the Money Laundering Regulations - a potentially serious crime.

So, if we do email you asking for more information and supporting documents, please get back to us as soon as possible so that we can aim to keep your account open and accessible. 

All this helps us make sure that your account, personal information, and money are always safe. You’ll see that all of the above is covered in our [Terms and Conditions](https://monese.com/terms "T&Cs"). 

Based on some of the scenarios described above, here are a few things that may happen with your account, along with information on what you can do about it.

### If your transaction is still pending
![Pending payment](//images.ctfassets.net/96dxy75w1gjr/MFAM0KgdgPF6vUfuJWLUh/8dfd52fc40a6addabcc5562d7f612ceb/pending-payment.png)

If you’re sending or waiting to receive money, it can sometimes take longer than usual. 

Firstly, keep in mind that transfers always depend on the other bank’s processing times. You’ll also want to consider that some types of transfers don’t get processed on weekends and public holidays, so plan for extra time if you’re sending on one of these days. 

Apart from that, we may have to run a security check before processing the transfer on our end. If that’s the case, we’ll reach out to you and ask for some more details (such as the source of the funds or the reason for the transfer). Do watch out for our emails and get back to us with the information we need as soon you can, so we can get your transfer going. 

### If we’ve blocked your account
![Account blocked app screen](//images.ctfassets.net/96dxy75w1gjr/VVmgkIIcXrygS5gl5sa9e/2620aef514cb55bd504d09d438b67f8b/account-blocked-app-screen-1.png)

When your account is blocked, we’ll restrict your access to the Monese app and any payments you make with your Monese card won’t go through. If this happens, we’ll let you know immediately, usually by email, and provide you with next steps. 

We understand that having your account blocked can be incredibly inconvenient, but unfortunately we can’t always tell you why it has been. If it ever happens, we’ll do everything we can to get it back up and running for you quickly. To help speed up the process, here’s what you can do: 

- Watch out for emails from us outlining next steps.
- Answer all the questions we ask as best, detailed and as quickly as you can.

### If we’ve closed your account
![Account closed app screen](//images.ctfassets.net/96dxy75w1gjr/5W1ZrWhn28JGaUpDLVbOck/6f7fbdb96bf3348749d0680eb16cdbab/account-closed-app-screen-1.png)

In rare cases, we may have to close your account. This means your access to Monese is cancelled for good, and you won’t be able to reactivate or open another account with us.

We know this can be frustrating. If this happens, we’ll send you an email outlining some of the reasons this might have happened.

If we close an account, it’s usually because of one of the following:

- We haven’t been able to understand the activity on the account;
- or our systems have detected something we suspect to be a risk for you, other customers or us;
- or law enforcement has specifically instructed us to do so.

Unless we’re instructed otherwise, we'll usually return any remaining money back to you, after you’ve given us the details of a different account we can send to. 

We hope you understand that the rules and regulations we follow are in place to protect you, other Monese customers and ourselves from criminals. At Monese, we’re always working to stay ahead of financial crime and ensure the safety of our customers. 

If you still have more questions, please visit our FAQ section for further reading. You can also get more information on the [FCA website](https://www.fca.org.uk/about/the-fca "About the FCA").

Sometimes we have to temporarily block or even close accounts  — here’s why.

Why is my Monese account blocked?

hero-blocked-account-v1-1 50390c38ed0094a386d62c09f1033516

Blog post > Why is my Monese account blocked?

Black Friday and Cyber Monday are almost here, and the deals are already rolling out. It’s the season when retailers and deal-hungry shoppers are jolly and gearing up as prices are slashed – but it’s also prime time for hackers and cybercriminals to try to take your money, make their way into your bank account, or even get their hands on your personal data and cause serious damage.

Online shopping safety is something we should all be thinking about every day of the year. But during the busiest periods, chances are higher we fall prey to tricksters. Surrounded by unbeatable SPECIAL OFFERS and 80% OFF DEALS, it’s easy to get a little footloose and careless. 

But the good news is, there’s a lot you can do to stay safe. Our Fraud Team has put together some tips to help make sure that your shopping adventure doesn’t end up being way more expensive than planned...

<div data-comp="signup"></div>

### Is it too good to be true?

Fraudsters commonly try to sell you things under market value. So if you spot the iPhone 11 for £150 (whereas it's normally retailing at around £750), it’s best to keep away. Don’t let dodgy deals cloud your judgment. 

### Avoid hidden subscription traps

Checking your transactions regularly is always a good idea, but it can be particularly useful over the coming days. Have you seen a recurring charge that doesn’t make sense? Then you probably got tricked into buying additional products or services that you don’t need. If you’re in doubt, or if you believe you may have fallen foul of a scam, lock your card and contact your account provider to ask for advice. You can also use a virtual card when you shop online – it has its own details, and it can be easily locked and unlocked after you pay.

### Nuke your pop-up windows

Only very few pop-up windows are genuine. Often they advertise that you can easily get something valuable for free simply by registering for another ‘offer’ and maybe even by referring some of your friends. Your best bet is to change your browser settings (or try [a new one](https://brave.com/)) to block these.

### Be careful with stores from abroad

If you’re planning on buying something special, pay extra attention when ordering from companies from outside your own country, as issues can easily arise – delivery and returns can be troublesome (or very expensive), and unfamiliar payment gateways may increase the risk of having your card details compromised.

### Beware of “exclusive” deals

Are you buying from a well-known and reputable online marketplace, but then you’re suddenly contacted privately (on, say, a social media platform) about a deal that’s too good to be true? Then you should better leave that deal alone.

### Don’t assume ‘https’ is always secure

When inputting sensitive and financial information to a purchasing page, a URL (or website address) starting with ‘https’ doesn’t necessarily mean it’s secure. Some fraudsters have found ways to work around this. Always ensure you’re using trusted retailers and payment sites, where you know the URL is verified and secure. 

### Protect your most valuable asset, your data

Think twice if you’re asked for additional personal and sensitive data. There are details that are irrelevant to your purchase when you shop online, especially your ID, passport, driving licence numbers, or National Insurance number. Your identity could end up getting ‘stolen’ and used to commit unscrupulous things.

### Don’t sign your life away

When was the last time you read the terms and conditions? Deals that will tie you in long-term can be more of a burden than they currently seem. You may be scammed into paying thousands for a product that costs only hundreds.

### Avoid bank transfer buying

Fraudsters tend to prefer bank transfers. Instead, use trusted payment methods and systems. Professional merchants will have websites that support a variety of payment options.

### Don’t be fooled into paying for fake IT support

Some scammers can give the impression that the website you’re visiting has ‘frozen’ and urge you to call a support team to fix it. During the phone call, these fakers can masquerade as major computer companies and persuade you into believing that your computer is riddled with viruses, spyware and other malware. If anyone is asking you to call to fix an IT problem, it’s likely best to ignore them.

We hope these cyber security tips will keep you ahead of the curve when you jumpstart the process of buying presents for the holiday season &mdash; or treating yourself to a bit of retail therapy. If you have any of your own tips to share, we’d love to hear them – just let us know via our [Facebook](https://facebook.com/mymonese), [Twitter](https://twitter.com/monese) or [Instagram](https://instagram.com/monese), or at [community@monese.com](mailto:community@monese.com).

What to keep in mind to stay well away from scams during shopping season

10 ways to shop safely on Black Friday

London27.2-min 50390c38ed0094a386d62c09f1033516

Blog post > 10 ways to shop safely on Black Friday

Tips from our Fraud Team on how to avoid being scammed when you're shopping online

We’re always working to make your Monese cards better, and as part of this, we’re happy to say that we now support 3D Secure!
3D Secure - also known as 3DS or [Mastercard SecureCode](https://www.mastercard.co.uk/en-gb/consumers/features-benefits/securecode.html "Mastercard: Identity Check™") - is safer way for you to shop online. It offers an additional layer of security, by texting you a one-time password to type in before completing the purchase.

<div data-comp="signup"></div>

## So how does it work?
3D Secure makes online shopping safer for both you and retailers, by authenticating that it’s you, the cardholder, making the transaction at the time of purchase.
This enhanced security is by way of an SMS message that’s sent whenever you make an online transaction using your Monese card.

![notification zoomed@2x](//images.ctfassets.net/96dxy75w1gjr/4Moqt5uyPvSmT6Nw7t86QI/f04e3b664a65316d9efb01ba6df4787c/notification_zoomed_2x.jpg)

Here’s how it works:

- Shop at any online store with the MasterCard SecureCode logo, using your Monese card to pay
- A pop-up box will appear (showing the Monese logo), asking for a one-time password
- You’ll receive an SMS message with the password – it’s usually a simple six-digit code that’s valid for 15 minutes – on the mobile number you have registered with us
- Type in the password and you’re good to go!

It’s important to note that this process is fully protected and the online store doesn’t have any access to it.

## So what does this mean for me?
It means you’ll have more places to shop at online, with a much lower chance of being a victim of card fraud!
Some online stores enrolled in 3D Secure can decline transactions involving cards that aren’t included in the programme, so your Monese card should now work across all (or most) of these. 

On the fraud front, this security layer makes it much easier to protect yourself against unauthorised online transactions at participating online stores. Not everyone uses 3D Secure yet, but it’s expected that about 80% of all online stores will be enrolled by the end of 2019. You can naturally still use your card to shop at stores that aren’t part of this programme, but the additional verification pop-up will not appear. In this case, we always recommend being careful – have a look at some [security tips](https://monese.com/blog/2018/11/cyber-monday-things-to-remember "Cyber Monday: Things to remember") we recently shared!

## Is there anything I need to watch for?
Do remember that you’ll need to have your phone with you to complete 3D Secure purchases.
For example, if you want to shop online while you’re travelling abroad, you’ll need to make sure you can receive SMS messages (which may mean you’ll need to have roaming enabled).

And if you change your number, don’t forget to update it in your Monese app right away! It will then be automatically pushed to the 3D Secure service within 24 hours.

## How do I get it?
If you have a Monese card, you’ve already got it! You don’t need to sign up for anything, and there are no additional fees to use this service.
You also don’t need to install any special software, and the payment process can be made from any web-enabled device including PC’s, laptops, tablets and smartphones. However, if you’re using any kind of ad blocking software, you may be required to disable it on certain sites.
If you have any other questions, please feel free to check out our [Help Centre](https://support.monese.com/ "FAQ"), or [get in touch](https://monese.com/contact "Contact us") with our support team!

We’re rolling out 3D Secure, a safer way to use your Monese card while you’re shopping online.

Layer up with 3D Secure

Monese Card 3D Secure

Monese blue card Mastercard phone text message 3D Secure 

Blog post > Layer up with 3D Secure

We’re rolling out 3D Secure, a safer way to use your Monese card while you’re shopping online

Country Tag > United Kingdom

Today Marriott International announced it had discovered a data security incident involving its Starwood guest reservation database. The hotel group has detected unauthorised access to guest information relating to reservations at Starwood properties since 2014.
We take your security very seriously. We want to let you know that our team is already hard at work to identify whether any customers have been affected.If we have reason to believe that you may have been affected, then we will be contacting you shortly. 

If you’re concerned because you may have made transactions with Marriott International, we recommend you use the customer support Marriott International has established. You can find more information on the website it has dedicated to this incident, which you can find [here](https://answers.kroll.com/ "Marriot"). 

If you are notified by Marriott International that you have been affected by this breach, please forward this communication to our support team and we will issue you a new card for you for free.

As always, if you have any questions about this, our [support team](https://monese.com/contact "Get in touch with us") is here to help.

### What do we know so far?

Marriott believes that this may have affected the information of up to 500 million guests who made a reservation at a Starwood property. 

Starwood brands include: W Hotels, St. Regis, Sheraton Hotels & Resorts, Westin Hotels & Resorts, Element Hotels, Aloft Hotels, The Luxury Collection, Tribute Portfolio, Le Méridien Hotels & Resorts, Four Points by Sheraton and Design Hotels. Starwood branded timeshare properties are also included.

The types of affected data include: name, mailing address, phone number, email address, passport number, Starwood Preferred Guest account information, date of birth, gender, arrival and departure information, reservation date, communication preferences – and most importantly, payment card numbers and expiration dates. Marriott is saying that payment card numbers were encrypted, but they also aren’t ruling out the possibility that the encryption method was compromised:

*For some, the information also includes payment card numbers and payment card expiration dates, but the payment card numbers were encrypted using Advanced Encryption Standard encryption (AES-128). There are two components needed to decrypt the payment card numbers, and at this point, Marriott has not been able to rule out the possibility that both were taken.*

However, we do know for a fact that all of our current active customers have cards issued after July 2017, when we migrated from Visa to Mastercard, so this would only affect customers with relevant transactions after this date.

### What are we doing about it?
We take your security very seriously, and we want to let you know that our team is already hard at work to identify whether any customers have been affected.

We will follow up with all our customers who we believe are affected by this. If you are among those affected, we may cancel and reissue your affected Monese cards – this would come at no expense to you - will however be in touch with you directly before we take this action.

### What should you do? 
Since other types of data have been potentially accessed (such as names and email addresses), we also recommend that you watch out for any potential phishing scams, spam emails, or any out of the ordinary communications.

Marriott says it has begun sending emails to affected guests whose email addresses are in the Starwood guest reservation database. They have also set up a dedicated call center to answer questions about this incident, which is open seven days a week and is available in multiple languages. If you receive any such communication from Marriott, please forward this to our support team and we will issue a new card for you for free.

Additionally, Marriott is providing its guests with a free year of ‘WebWatcher’. This is a tool that monitors sites where personal information is shared and alerts you if evidence of your personal information is found (however this will only be available to our UK customers).

Marriott International announced that passport details may have been compromised as part of this breach. Your passport details are incredibly sensitive. If Marriott confirms that your passport details have been affected, we recommend that you check with your passport issuer on the steps you should take next.

We take every step possible action to protect your financial details and this has always been central to our business operation. 
We routinely take proactive measures to ensure that, as much as is possible, your data remains safe and secure. The security of our customers is of utmost importance to us and we will always work to protect you, your details and your finances.

Marriott International announced it had discovered a data security incident involving its Starwood guest reservation database.

Ensuring your security: the Marriott data breach

marriott-breach 50390c38ed0094a386d62c09f1033516

Blog post > Ensuring your security: the Marriott data breach

Marriott International announced it had discovered a data security incident involving its Starwood guest reservation database

Cyber Monday has arrived! And it is, as ever, a veritable behemoth of a worldwide sales event, bristling with bargains and a dizzying array of offers, all at *low, low prices*.
It’s all too easy however to get a little disorientated by the mass-induced shopping frenzy, and perhaps a little careless in our singular pursuit of that must-have item we've seen online. This means we can often overlook, or ignore, the warning signs that what we're buying, and where we’re buying from, might not be all it seems.

With this in mind, we thought it would be helpful to list a few tips and tricks – as provided by our Fraud Team – that should help keep you stay safe during the Cyber Monday excess, and help keep your money protected from any dodgy deals.

<div data-comp="signup"></div>

## Lock down the URL
When inputting sensitive information, especially financial information on a purchasing page, make sure the URL starts with ‘https’. The ‘S’ means it’s secure.

## Avoid bank transfer buying
Try to use trusted payment sources only. Professional merchants usually will have websites that support a variety of payment options. Fraudsters tend to prefer bank transfers.

## Watch out for those ‘hidden’ subscription traps
Have you ever looked at your account to see a recurring charge that you didn't expect and didn't order? A subscription trap occurs when you're purchasing online and you're tricked into buying additional products or services that you don’t need. Many have been stung by these types of subscription traps. Over the coming days, check your balance very closely!

## Protect your most valuable asset, your data
When making purchases online, think twice if you’re asked for additional personal and sensitive data. Are you being asked for ID, passport or driving licence numbers? Or even National Insurance numbers? These details are irrelevant to your purchase. Your identity could end up getting ‘stolen’ and used to commit unscrupulous things.

## Beware fake “IT Support”
Some scammers can give the impression that the website you’re visiting has ‘frozen’ and urge you to call a support team to fix it. During the phone call, these scammers can masquerade as major computer companies and persuade you into believing that your computer is riddled with viruses. In reality it is not, and you’ve passed over sensitive information unnecessarily.

## Buy from trusted sites only
Buying from third-party sellers, including some social media stores, offers no refund policies and are a haven for fraudsters looking to steal your money.

By keeping sight of these basic rules of engagement, there’s no reason why your Cyber Monday shopping bonanza – even if you’re just hunting for a great deal on a new phone – shouldn’t be an easy, secure and rewarding pre-Christmas indulgence.

Here are some tips and tricks on how to keep your money protected during the Cyber Monday sales!

Cyber Monday: Things to remember

Cyber Monday Blog Post@2X

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Blog post > Cyber Monday: Things to remember

On Thursday, British Airways [provided further information](http://mediacentre.britishairways.com/pressrelease/details/86/2018-247/10234?ref=News "British Airways Media Centre") about a breach of customer data, which it had announced on 6 September 2018. An internal investigation by the airline has shown that additional personal data, of those not previously notified, may have been compromised. This additional data may have included card details.
A number of our customers may have been affected. We’ve been in touch with all of these customers to let them know that their card details may have been accessed. We are cancelling and reissuing the cards of all potentially affected customers. We did this for our customers back in September, when British Airways first announced the breach, and we are doing the same today. 

### What information was breached?
Whilst British Airways has stated that there is no evidence that any data has been misused, it’s important to note that the airline is currently notifying the holders of 77,000 payment cards, not previously notified, that the name, billing address, email address, card payment information, including card number, expiry date and CVV have potentially been compromised, and a further 108,000 without CVV. Your CVV number is the three digit number on the back of your card. The potentially impacted customers were those only making reward bookings between April 21 and July 28, 2018, and who used a payment card.

### What are we doing about it?
At Monese security is our utmost priority and we want to let you know that we’ve always got your back. When there’s a customer data breach like this, we always check to ensure you, your details and your finances are safe. Since the British Airways announcement we ran checks for all our customers. A number of our customers had transacted with British Airways. We’ve been in touch with all of these customers to let them know that their card details may have been accessed. We are cancelling and reissuing the cards of all potentially affected customers. 

We also checked these customer accounts for any suspicious or unusual activity and we found no suspicious transactions, nor did we find any reports for unauthorised transactions. 

### What should you do?
British Airways is contacting those customers that are potentially affected by this breach. If you have not heard anything from British Airways by 5pm GMT on Friday, 26 October, you do not need to do anything. __That said, we will still cancel and reissue your Monese card, at no expense to you.__ If you’re among those affected, you will have received an email from us, with details on this.

British Airways announced that email addresses may also have been compromised as part of this breach. We recommend that you watch out for potential phishing scams, spam emails, or any out of the ordinary communications.

We take every step possible to protect you, your details and your finances. These have been the key foundations of our business since the very beginning. 
As always, if you have any questions about this, [our support team](https://monese.com/contact "Get in touch with us") is here to help.

British Airways has provided further information about a breach of customer data. Here's what we've been doing about it.

An update on the British Airways data breach

Security Safe

Vault blue building background hot air balloon windows 

Blog post > An update on the British Airways data breach

On Thursday, British Airways provided further information about a breach of customer data. Here's what we're doing about it.

On Thursday, British Airways provided further information about a breach of customer data. Here's what we're doing about it

Yesterday Cathay Pacific announced it had discovered suspicious activity on its network back in March 2018, and confirmed unauthorised access to some personal data in early May.
A very small number of our customers may have been affected. We’ve been in touch with all of them to let them know that, according to the Cathay Pacific statement, their card details should not have been accessed as part of this breach.

### What information was breached?
Whilst Cathay Pacific has stated that there is no evidence that any data has been misused, it’s important to note that the following types of personal data of Cathay Pacific and Cathay Dragon passengers were accessed: passenger name; nationality; date of birth; phone number; email; address; passport number; identity card number; frequent flyer programme membership number; customer service remarks; and historical travel information. The combination of data accessed varied for each affected passenger, but no-one’s travel or loyalty profile was accessed in full, and no passwords were compromised.

### What are we doing about it?
At Monese security is our utmost priority and we want to let you know that we’ve always got your back. When there’s a customer data breach like this, we always check to ensure you, your details and your finances are safe. Since the Cathay Pacific announcement we ran checks for all our customers. A very small number of our customers had transacted with Cathay Pacific. We checked these accounts for any suspicious or unusual activity and we found no suspicious transactions, nor did we find any reports for unauthorised transactions. 
We have an exceptional anti-fraud team here at Monese. This team monitors for suspicious activity in real time, all the time.

### What about passport details?
Cathay Pacific announced that passport details may have been compromised as part of this breach. Your passport details are incredibly sensitive.
If you believe you may have been affected, you can[ submit a request to Cathay Pacific](https://infosecurity.cathaypacific.com/cx/en_HK/hidden-pages/important_info_data_security_event_row.html "Info Security: Cathay Pacific) here and the airline will tell you if it has identified your personal data as having been accessed. Cathay Pacific is also offering ID monitoring services to affected passengers.
If Cathay Pacific confirms that your passport details have been affected, we also recommend that you check with your passport issuer on the steps you should take next.
We take every step possible to protect you, your details and your finances. These have been the key foundations of our business since the very beginning. 
If you have any questions about this, [our support team](https://monese.com/contact "Get in touch with us") is always here to help!
We love lifting the bonnet here at Monese HQ and showing you who, and how we go about keeping you, your details and your finances safe. Expect more on this in the coming weeks...

A very small number of our customers may have been affected by the Cathay Pacific data breach. Here's what we've been doing about it.

Keeping our customers safe: Cathay Pacific’s data breach

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