Report fraud

All fraud reports start with Customer Support. We will secure your account and pass the case to our fraud team where needed. Support is available 24/7.

Contact Pleo

• In-app chat: The fastest way to contact us. Open Pleo on web or mobile and start a chat.
• Email: support@pleo.io
• Phone: +45 7876 8435 or +44 330 808 1006

If you do not recognise a transaction

1. Freeze the affected card immediately:
   1. Open Cards in the Pleo app.
   2. Select the card.
   3. Select Freeze.
2. Check the merchant name, amount and date. If you recognise the merchant but not the payment, contact the merchant using contact details you find independently.
3. If you still do not recognise the transaction, report it in the Pleo app:
   1. Select the transaction.
   2. Select the three-dot menu in the top-right corner.
   3. Select Report fraud transaction.
   4. Follow the on-screen instructions.
4. Contact Pleo through the in-app chat or at support@pleo.io.
5. Follow our instructions about whether the affected card needs to be replaced.

If your card is lost or stolen

1. Freeze the card in the Pleo app.
2. Report it as lost or stolen in the app and order a replacement.
3. Tell us immediately about any transaction you do not recognise.

What to include in your report

Providing the following information can help us act quickly:

• Your company name
• The last four digits of the affected card
• The date, time, amount and merchant for anything you do not recognise
• A screenshot of any suspicious message or email
• Whether you clicked a link or shared a code or login link

What happens after you report fraud

1. Customer Support confirms your identity. We may ask you to complete an identity check using a photo of your identity document and a selfie.
2. We secure the account and block or reissue affected cards.
3. Our fraud team investigates the transactions and, where the card-scheme rules allow, raises a claim.
4. We keep you updated through the same channel you used to report the fraud.