Payment from Countingup account
If you believe that any faster payment(s) you have made from your account is a scam please send us a secure message via your app (make sure you’re on the latest app version) by letting our digital assistant know you need help with a “Scam Faster Payment” be sure to have the following details:
- Exactly which transaction(s) you wish to report (include date, amount, payee name and any reference(s))
- Whether you have your card and if it is currently frozen or not
- The reason you believe this is a scam
Payment to a Countingup account
If you have sent a payment to a Countingup account and believe that you have been scammed please send support@countingup.com an email with the subject “Countingup Account Scam” letting us know the following details::
- The account number you paid
- The transaction details (include date, amount, payee name and any reference(s))
- The reason you believe this is a scam
We will investigate your claim and take the relevant action necessary, (scams should be reported within 13 months of the initial transaction, however, the quicker you act the better you can protect yourself and help others.
If you happen to fall victim to fraudulent activity
Provided that you acted responsibly, took the right precautions, followed our advice and taken sufficient care to check that the person or company you are dealing with is genuine & not acted fraudulently, we will refund any money you may have lost, however, this is subject to the specific circumstances around the scam claim in question). If we are unable to ascertain sufficient information about your claim, we may need to request further supporting evidence in order to support your claim.
Note You may be liable for the entire amount of losses subject to gross negligence.
Each situation will be assessed on an individual basis. However, we are not likely to refund you if:
- you have failed to adhere to the security requirements set out in the terms and conditions of your account
- due care and diligence have not been exercised in order to check that the person or company you are dealing with is genuine
- you fail to keep your card and PIN safe
- you fail to let us know as soon as possible of any security breach or potential security problem, e.g. the loss of your card
- you have not exercised all due care and diligence when allowing an authorised Third Party Provider (TPP) access to your account
- you have acted fraudulently.
This guide explains how Authorised Push Payment Scams work.
You should immediately make a report to your account provider if you have not already done so.
We would also suggest making a report to Action Fraud via their website.
What if my transaction was made by card? Please see here
Lost your card & phone?
Want to make sure nobody has access to your funds? Click here