Mastercard customer service and support

You may be able to recover money lost to a scam, but reimbursement is not guaranteed. Your options depend on how you paid, the circumstances of the scam, your card issuer’s policies, and applicable local rules.

If you have been scammed, act immediately:

1. Contact your card issuer or financial institution: Use the number on the back of your card, the official banking app, or an official statement.
2. Explain what happened: Ask whether the payment can be stopped or recalled, or whether you can dispute the transaction.
3. Secure your card or account: If your card or account details were exposed, ask your issuer whether they need to be secured or replaced.
4. Protect your accounts: Change affected passwords and check for unfamiliar activity.
5. Keep evidence. Save messages: receipts, transaction details, and any other relevant records.
6. Report the scam: Contact the relevant police, consumer-protection or fraud-reporting authority in your country.

Be cautious of anyone promising to recover your money in exchange for an upfront fee, as this could be another scam.

Mastercard advises consumers who suspect a fraudulent transaction to contact the financial institution that issued their card immediately.

To report identity theft, contact the organisations responsible for your affected accounts and notify the appropriate authority in your country as soon as possible.

Follow these steps to report and respond to identity theft:

1. Contact the affected organisations: Notify your bank, card issuer or service provider through an official channel and explain which accounts or personal details may have been compromised.
2. Secure your accounts: Ask the relevant organisation to restrict or protect affected accounts and investigate unfamiliar activity.
3. Change compromised passwords: Start with your email and financial accounts, using a strong, unique password for each account.
4. Review your records: Check bank statements, payment accounts and other important records for activity you do not recognise.
5. Report the incident: Contact your local police, national identity theft service, or consumer protection authority.
6. Keep documentation: Save copies of reports, messages, transaction records, and reference numbers.

Continue monitoring affected accounts after reporting the incident. Unexpected login alerts, password-reset messages, new-account notifications, or unfamiliar transactions may indicate further misuse of your identity.

Common signs of a phishing scam include unexpected messages, urgent requests, suspicious links and attempts to obtain passwords, payment details or security codes.

Phishing can occur through email, text messages, phone calls, or social media. A suspicious message may:

1. Pressure you to act immediately or threaten negative consequences.
2. Ask you to confirm personal, banking, or card information.
3. Request your password, PIN, one-time passcode, or verification code.
4. Include an unexpected link or attachment.
5. Use a sender address, domain name, or phone number that closely resembles a legitimate one.
6. Claim that you have won a prize or need to make an unexpected payment.
7. Contain unusual wording, formatting, or spelling.
8. Ask you to bypass normal security procedures.

To protect yourself from phishing: Do not reply to suspicious messages, open unexpected attachments, or use contact details provided in them. Instead, contact the organisation independently through its official app, website or a verified phone number.

Mastercard states that it does not contact individuals to request personal account information.

Scammers impersonate companies and organisations by copying trusted names, logos, websites and communication styles to make fraudulent requests appear genuine.

Common impersonation tactics include:

1. Creating email addresses or websites that closely resemble official domains.
2. Using fake customer-service accounts, advertisements, or social media profiles.
3. Spoofing caller ID to display a familiar name or phone number.
4. Sending text messages about supposed delivery, payment, or account problems.
5. Circulating fake invoices, refund offers, job opportunities, or security alerts.
6. Using information found online to make messages seem personal or credible.
7. Using artificial intelligence (AI) to imitate a person's voice, image or communication style.

These scams often create a sense of urgency and ask for money, personal information, login credentials or security codes. A familiar logo, caller ID, or a professional-looking website does not prove that a communication is genuine.

Stop the conversation and contact the organisation independently through its official website, app or a verified phone number.

Mastercard describes impersonation scams involving AI and deepfake voices, as well as scams delivered through text messages, phone calls, email, video, social media and other digital channels.

Identity theft occurs when someone obtains and uses another person's personal information without permission, often to access accounts, make transactions, or impersonate that person.

Criminals may obtain personal information through phishing, data breaches, malware, stolen documents, fake websites, account takeovers, or information shared publicly online.

Early warning signs of identity theft include:

1. Transactions or withdrawals you do not recognise.
2. Login alerts or password-reset requests you did not initiate.
3. Changes to your contact details or account settings that you did not make.
4. Bills, account statements or verification codes for services you did not use.
5. New accounts, credit activity, or applications you did not initiate.
6. Calls or notices about unfamiliar purchases or debts.
7. A password that suddenly stops working.

Review your financial accounts and security notifications regularly, enable transaction and login alerts where available, and use strong, unique passwords. If you notice suspicious activity, contact the relevant organisation immediately.

Mastercard's identity-protection guidance highlights account monitoring, alerts and prompt action on suspicious activity as ways to help identify potential identity fraud earlier.

Protect yourself from scams by taking time to verify unexpected requests independently and limiting the personal or financial information you share.

Follow these precautions:

1. Do not send money or disclose information because someone is creating urgency or fear.
2. Verify the person or organisation through an official website, app or trusted phone number.
3. Never share your password, PIN, or one-time security code.
4. Use strong, unique passwords and enable multifactor authentication where available.
5. Review account activity and enable transaction and security alerts.
6. Avoid opening unexpected links or attachments.
7. Keep your devices, browsers, and security software updated.
8. Limit the personal information you share publicly on social media.
9. Discuss unusual requests with someone you trust before taking action.

If a message claims to be from your bank or Mastercard, do not rely on the contact details provided in the message. Contact your financial institution directly through a verified channel.

Mastercard advises consumers to double-check before sharing personal information or making payments and to contact their card issuer directly about account concerns.