We know this is worrying. Freeze your card in the app and contact us straight away.
This covers a payment you don't recognise, someone getting into your account, and card details that were lost or shared. Report a payment you didn't make within 6 months of the payment date. If you made a payment yourself and have a problem with what you bought, contact the merchant.
What to do now
- Freeze your card: tap Cards, then Freeze. This doesn't affect your balance, because your money is held in your account, not on the card.
- Change your passcode: tap your profile picture, then Profile, then Change Passcode. If you're logged out, tap Forgot your passcode?.
- Report it to us through the chat in the app. This is the fastest way. If you can't use the app, use the web form at pyypl.com/contact.
- Tell us which payments you don't recognise.
- If your card details were exposed, block the card permanently and tap Replace. There may be a fee for a replacement card. See What fees does Pyypl charge, and what are my limits?
What happens next
To keep your money safe, we may restrict your account while we check it.
How to stay safe
- Do not share your passcode, codes or card details with anyone. Turn on face or fingerprint login.
- Pyypl will never ask for your CVV. If we send you a code, only enter it in the Pyypl app, on the screen that asks for it. We'll never ask for it by phone, email, chat or message.
- We never ask for your login details outside the app.
Still need help? Chat with us in the app. The chat works even if you can't log in: on the login screen, tap ? to open the Help Centre, then tap the chat bubble. You can also use the chat on pyypl.com, email care@pyypl.com or use the web form at pyypl.com/contact. We work on weekdays during working hours, so messages sent at the weekend may take longer to answer.
