Güvenlik

How to make sure you’re really talking to us

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

by Mathilde on 30 March 2020

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Bu makale aşağıdaki dillerde de mevcuttur: Български, Deutsch, English, Español, Français, Italiano, Polski, Română, Português - (BR), 

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

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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).

You can now also log in to Monese from your desktop, via web.monese.com (you can read more about it here).

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 and the App Store.

The following are our official social media pages:

We’re also on Glassdoor and Workable. 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

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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 — 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 in any of the 14 languages we support (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 — we’ll always need you to use one of the channels above. Speaking of social media and as outlined in our community guidelines, 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

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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, call our Customer Support team 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 for reporting cybercrime as well. If you’re in the UK, for example, you can report your situation to Action Fraud.

Remember to stay safe and always be vigilant!