Customer Security and Fraud Awareness
Our Approach to Security
When it comes to your financial information, your security is our top priority, and when you access your account, it is important that we know it is you. Here are some of the ways we do that:
Login Details – we provide you with account login details unique to you, to protect yourself, we recommend you do not share them.
Login Process – Two Factor Authentication provides an additional layer of security to your account. It requires two successive factors of authentication:
‘something you know’, such as your account number and password, and
‘something you have,‘ such as your mobile device.
Account Questions - If you contact our customer services team, we will ask you to confirm your identity by asking you questions related to your account.
One-Time Passcodes or push messages – We may send unique one-time use codes or push messages to your registered devices when additional security and validation is required, for example:
You make payments from your online account.
Periodically, at login, just to make sure it is you.
When you request to make changes to your personal details, or
When you contact our customer services team.
Providing Information – we will never ask you for your password details or PIN.
If we suspect that fraudulent activity may have taken place across your account, we may temporarily block your account and contact you for further information. We will contact you in accordance with your Communication preferences saved on your account, which may include email, telephone and in-app push message.
How to Report Fraud
If you notice something suspicious and believe it could be fraudulent, you should contact us as soon as you become aware of it.
Reporting Fraud: Please contact customer services: cards@vfxplc.com or call +44207 959 6995
Lost or Stolen Cards: Immediately block your card by logging onto your online account and then report to customer services.
Suspicious Emails: Please contact customer services.
How to Protect Yourself from Fraud
Help to keep yourself safe from fraudsters by following the tips below. Remember, if you are ever unsure, do not act.
Always make sure your mobile telephone number and email address registered with us are up to date; we will use these to contact you if we notice unusual activity on your e-money account.
Some Tips for Using Your Account Safely
When accessing your account online:
Use up-to-date antivirus software and a firewall.
Make sure you keep your computer and browser up to date.
Use secure networks; a guest wireless network, such as a hotel, may not be secure.
Use strong passwords and change them regularly.
Don’t share any passwords, including one-time passwords sent to you.
When using a mobile application:
Only install apps from recognised app stores.
Consider the app ratings and reviews.
Be aware of what permissions you are granting.
Treat your phone as your wallet.
When shopping online
When using an online retailer for the first time, do some research to make sure that they are genuine.
Do not reply to unsolicited emails from companies you don’t recognise.
Before entering your prepaid card details, make sure the link is secure. There should be a padlock symbol in the browser frame window, which appears when you log in or register. If this appears on the page rather than the browser, it may indicate a fraudulent website. The web address should begin with https://, the ‘s’ stands for secure.
Always log out of the website after use. Simply closing your browser is not enough to ensure your data is safe.
Keep your PIN safe and do not share it.
When entering your PIN, check for people around you and hide your PIN.
Always check your statements.
Remember, if you decide to donate, resell or recycle an old mobile phone, computer, laptop or tablet, make sure you fully remove all data and apps first as otherwise these may be accessed by whoever your device is passed to.
