How to Report Fraud or Identity Theft

If you suspect any suspicious behaviour on Your Change Account by someone other than yourself, please Contact Us immediately on:

+44( 0)203 503 0279

(Calls to this number will be charged at your network rate, lines are open 24 hours a day, 7 days a week.)

What We Are Doing

We use advanced technologies to make sure your finances are secure when you use Your Change Account online and via your mobile app. These include:

  • Fraud detection systems
  • Dedicated Fraud team, monitoring out of character transactions
  • Automatic log-off
  • Secure log-on
  • Simple extra checks when you set up a new payment
  • All forms and online account pages, i.e. those pages that show your information, use at least a 128-bit encryption. Encryption makes your information unreadable to anyone who might intercept it.
  • We use a “Secure Socket Layer” to manage the security of messages transmitted across the Internet and to connect your computer to our secure server. You can tell that SSL is in use if the URL in the search bar starts with https:// or / and a lock icon is displayed on your browser. If you have problems getting to secure mode, install one of the latest browsers and try the site again.

We guarantee to refund your money in the unlikely event you experience fraud with our online service, as long as you’ve been careful, for example, by taking reasonable steps to keep your security information safe.

What You Can Do

Industry initiatives such as Bank Safe Online, Get Safe Online and Google Safety Centre can help inform you on how to keep yourself and your money safe. You could also look at this website: Or alternatively, try following our simple and practical steps below.

  • Create a secure Online Password for Your Change Account by having a minimum of 8 characters, at least one uppercase letter, one lowercase letter and at least one single number
  • Memorise your Online Password, Online PIN, Mobile PIN, Card PIN and User ID; never disclose them to anyone. If you need to write them down or record them in some way, make sure you always keep them safe and separate from your Card, Your Change Account and any electronic device. If you forget any of your PINs you can get reminders. See Forgotten Your Account Details
  • Only use official App Stores – iTunes App Store or Google Play™ App store when downloading The Change Account mobile app and only use official Change Account Contact details which you can find on our Contact Us page.
  • Make sure you have up-to-date anti-virus and spyware-removal software on your device
  • Run anti-virus scans at regular intervals and set automatic system updates on your device
  • Secure your wireless connection by setting up an access password and if you use a wireless network, make sure it is encrypted
  • Always be wary of what you get up to on Wi-Fi hot-spots, unless you know for sure that it’s secure
  • Stay safe on social networking sites by only revealing necessary personal details
  • Avoid giving out your card details on shared computers, such as those in libraries or internet cafes, you never know how secure (or not) they might be
  • Only enter your card information on a secure server. Most website addresses begin with ‘http://’ at the start – but secure addresses will begin with https://. As well as this, sometimes a padlock is shown next to the URL, just for extra reassurance. If you’re asked to fill in your personal details on a page whose URL doesn’t begin with https://, avoid it.


Tips for Identifying Phishing

  • A phishing email will not be personally addressed to you but may begin with ‘Dear valued customer’.
  • The site address may add simple words to our address
  • The site address may start with our genuine site’s domain name www.thechangeaccount… but this is not a guarantee that it is our real site.
  • Many of the links in the email from the fake source may actually go to our genuine website but don’t be fooled that it is us
  • The link may include numerical addresses i.e. 000.12345678.000.
  • The fraudster or fraudulent website may ask for lots of sensitive personal information such as passwords, Internet log on details, contact details or card numbers.
  • The wording of the email may have poor grammar and spelling. The fake website may look slightly different with an alternative layout or misspelt words.

Tips on Avoiding Phishing Attacks

  • Don’t send confidential financial information or personal details by e-mail
  • Limit the amount of personal information you make public on the Internet, including social networks. It could be used against you.
  • Treat all emails with a degree of caution. The sender’s or return address can be faked. The email header and website link can also be manipulated.
  • Don’t use a link in an unexpected or suspicious email to get to any webpage. Type the website address into your browser’s search bar. Never open files attached to an e-mail from an unknown source.
  • We will never link from an email directly through to your Internet Banking log on page or to a page that asks for your security or personal details, always access Your Online Change Account via our website address

Tips for Identifying Genuine Change Account Emails

To ensure you can easily verify if an email related to Your Change Account is authentic, all of our legitimate emails that you receive will contain 3 pieces of consistent information:

  1. Second half of your postcode
  2. Your first and last name
  3. Our official website along with any information on how to contact us via email or by phone

We will also never ask you in an email to verify sensitive information such as your full Account Number, User name, Password or PIN numbers.

Reporting a Phishing Email

If you have any doubts about the authenticity of an email, stay calm. There is no risk in receiving it. Please Contact Us immediately on +44(0)203 503 0279 (calls to this number are charged at your standard network rate, lines are open 24 hours a day, 7 days a week) and forward the email to


Tips on Avoiding ID Fraud

  • Keep all personal documents and Cards in a safe and secure place.
  • Don’t use personal details when creating your Online Password, Online PIN, Mobile PIN or when changing your Card PIN at ATMs and, make sure they are not all the same.
  • Be careful where you share your personal information – unless you are 100% certain you know who will receive it. Review your privacy settings regularly to help limit access to your online profile.
  • Always collect your post, store important documents somewhere safe and shred any printed statements, receipts or documents which contain information regarding your financials.
  • If you are moving home – always redirect your mail to your new address immediately. You can contact the Royal Mail Redirection Service on +44(0)845 7740740, visit a Post Office/Branch or visit the Royal Mail website.
  • Keep up to date with your statements – let us know if you notice any unusual transactions.
  • Be careful on social networking sites – fraudsters can collect personal information such as your: Name, Address, birthday, phone number, current and past employment, income or relationship status. Only display personal information if you believe it is necessary.

Reporting ID Fraud

Do not ignore the problem; even if it isn’t you carrying out certain transactions they will still come under your name and address.

If you believe you’re a victim of identity fraud involving credit and debit cards, online banking or cheques, you must report it to your bank as soon as possible. If it is Your Change Account Contact Us immediately on +44(0)203 503 0279 (calls to this number are charged at your standard network rate, lines are open 24 hours a day, 7 days a week).

If you think you’re a victim of another kind of identity fraud, you must report the matter to the relevant organisation. Depending on their advice, you should then alert your local police force.


Tips on Avoiding Card Fraud

  • Always keep Your Change Account Prepaid Mastercard® safe and secure and never give it to anyone.
  • Always shield your Change Account Card PIN and never reveal it to anyone. Always be aware of those around you who may seek to distract you in order to steal your card or obtain your Card PIN.
  • If an ATM retains your Card, report this to us immediately: Contact Us
  • Never use an ATM if you believe it has been tampered with and never attempt to remove any suspect devices from an ATM machine. Report suspicious ATMs in a branch or to the police (if the branch is closed).
  • Know who you are buying from before sharing any card details over the phone or online.
  • Memorise your Card PIN and if you need to write it down or record it in some way, make sure you always keep it safe and separate from your Card, Your Change Account and any electronic device. If you forget your Card PIN you can get reminders. See Forgotten Your Account Details >>
  • Always keep your contact details up to date.
  • Check your balance and statements regularly and tear or shred your receipts.
  • Know when your Card expires – if you don’t receive a replacement, Contact Us.

Reporting Card Fraud

Let us know if you don’t recognise a transaction, if you think Your Change Account Prepaid Debit Mastercard has been lost or stolen or, if you believe someone is aware of your Card PIN: Contact Us immediately on +44(0)203 503 0279 (calls to this number are charged at your standard network rate, lines are open 24 hours a day, 7 days a week) .


Tips for Avoiding Mobile Banking Fraud:

  • Always shield Your Change Account Mobile PIN and never reveal it to anyone. Always be aware of those around you who may seek to distract you in order to steal your Mobile PIN.
  • Try setting up an extra passcode on your mobile device and keep it locked when you are not using it. Your mobile device user guide will tell you how to do this.
  • Never store personal details like passwords or PIN numbers on your mobile device.
  • Set up a PIN on your voicemail so that only you can access your messages. You can do this by calling your voicemail service and following their guidelines.
  • Many smart phones and tablets offer remote locking or tracking systems for when they are lost or stolen – simply check with your manufacturer’s website to see if yours does. If not, you may also be able to do this by downloading an app.
  • Get up-to-date anti-virus software, operating systems and firewalls if your phone supports them.
  • Never install apps or files from unknown sources. It should always be from Google Play™ App store or iTunes App Store.
  • If you visit a website through your mobile device and it seems suspicious, close it down immediately.
  • If you’ve been sent a suspicious message please forward it to your phone network provider and delete it from your phone without replying.

Selling a Mobile Device?

If you want to sell your mobile device or give it away, make sure you reset all of your settings to clear all of your content. Your mobile device user guide will tell you how to do this.

Reporting Mobile Fraud

If your phone is lost or stolen tell your mobile network provider immediately, they will be able to deactivate it remotely. Contact Us on +44(0)203 503 0279 to let us know (calls to this number are charged at your standard network rate, lines are open 24 hours a day, 7 days a week) , then deregister your mobile device by logging on to Your Change Account and removing it from your My Details. Also change all passwords for your online accounts which you access through your mobile device.