If you think your account has been compromised or that you have been tricked into making a payment, it is crucial to act quickly. Stay calm and follow these immediate steps to protect your account and your business.
This guide will tell you exactly what to do.
Step 1: Take immediate action (24/7)
You can perform these critical first steps at any time, day or night, directly from your Mollie app.
- Stop all contact: If you are on the phone or in a chat with a suspected scammer, end the conversation immediately. Do not send them any more money or information.
- Terminate your Mollie card: If you believe your card details have been compromised, you should terminate the card immediately. This is a permanent action that blocks the card completely and is the most secure way to prevent further fraudulent transactions. You can do this in the Mollie app by tapping on your card and selecting the 'Terminate' option.
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Review and report transactions: Quickly check your recent transaction history.
- For any fraudulent card transactions, you can report them directly by selecting the transaction in your app and tapping 'Get help'. Please note, this option is only available for card payments.
Step 2: Report the fraud to Mollie
As soon as you have completed Step 1, you must log a report with our team.
- Contact our support team by creating a ticket through the secure channels in your Mollie Dashboard or app. This will create an official record of the incident.
- Provide as much detail as possible, including which transactions you believe are fraudulent and any information you have about the incident.
Our support team is available from Monday to Friday, 8:00 - 18:30. We will investigate your case as a top priority as soon as we are online and will guide you through the next steps.
Step 3: Report the incident to the authorities
Reporting fraud is an important step that can help authorities investigate and can support your case.
- Report the incident to your local police force. They will provide you with a crime reference number, which you should keep safe.
Good to know
Once scammers have your contact details, they may try to contact you again, sometimes pretending to be from a fraud recovery service. Be extremely cautious of any unsolicited calls or messages you receive after the incident.
Following these steps quickly gives you the best chance of limiting the damage and starting the recovery process. Our team is here to support you during our business hours.
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