Fraud includes any unauthorised access or suspicious activity on your account, such as attempts to log in without permission or transactions you did not initiate. This article covers how Swan protects your account, what to do if you suspect fraud, and practical tips to help you stay safe.
🕵️♀️ What counts as fraud?
Fraud includes any unauthorised access or suspicious activity on your account, such as attempts to log in without your permission or transactions you did not initiate.
How does Swan protect my account?
Swan monitors accounts for unusual activity and uses risk detection systems to identify potential fraud. This includes:
Monitoring transactions in real time
Detecting suspicious patterns
Collaborating with financial crime units to prevent losses
📋 What should I do if I suspect fraud?
If you notice suspicious activity:
Contact support immediately via the Accountable app or by email at support@accountable.eu
Block your card if you have entered your details on a fraudulent website (see how to block your Accountable card)
Do not share your password or passcodes with anyone
Swan will investigate and take action if needed
🏛️ File an official report
In addition to contacting Accountable, we strongly recommend filing an official report with the relevant authorities:
Belgium: Report to the local police or via police.be. Online fraud can also be reported to the Centre for Cybersecurity Belgium via ccb.belgium.be.
Germany: Report to your local police station (Polizei). Online fraud can also be reported to the Bundeskriminalamt (BKA).
A police report number may also be required by your bank or insurer for any reimbursement process.
⚠️ Watch out for follow-up scams. Fraudsters sometimes contact victims a second time, posing as investigators or claiming they can help recover lost funds. If you receive such a contact, do not engage: report it to us immediately. |
Good to know
Will I ever receive a new passcode automatically when I reset it?
No. During a passcode reset, you choose and confirm a new passcode yourself. Swan will never send it automatically.
Who can access my account?
Only you and anyone you have explicitly granted access to (for example, through Accountable's accountant access) can see your account data. Unauthorised parties cannot access your account.
Contact between you and Swan
Swan never calls you unexpectedly. If you receive an unplanned phone call from Swan, hang up and inform Accountable immediately.
Swan or Accountable might ask you to verify your name or phone number to confirm your identity, but that is it. All other information requests are sent through secure tickets and only for valid reasons, such as an enhanced transaction review.
How can I make my account more secure?
Keep your passcode private
Use strong and unique credentials
Be cautious with emails or links asking for login information
Contact Accountable support if you receive suspicious messages
🏦 7 tips to help prevent fraud
Apply these 7 tips to avoid falling victim to fraud:
Don't act out of urgency. Fraudsters pressure you into believing their request is urgent and must happen immediately.
Know what fraud looks like. Stay informed about how fraudsters try to trick people.
Follow established processes. Don't let anyone convince you to bypass processes due to urgency.
Evaluate emails and messages carefully. Check for typos or errors in names, websites, email addresses, and messages. If you receive a phone call, consider whether it sounded authentic.
Contact the person or organisation through another established channel if something feels suspicious. For example, if you receive an email, call them before taking action.
Protect your login information. Use unique passwords and passcodes. Store them in a secure password manager. Combine this with MFA or 2FA for extra protection.
Keep your devices updated. Regularly install software updates on computers, phones, and other devices to benefit from improved security measures.
Key takeaways
Fraud covers any unauthorised access or transaction on your account. Report it to Accountable immediately.
Block your card right away if you suspect your details have been compromised.
Swan will never call you unexpectedly or send you a new passcode automatically.
File an official police report: your bank or insurer may require a report number for reimbursement.
Use strong, unique credentials and keep your devices updated to reduce your risk.
Need help? Chat with us or email support@accountable.eu, we're happy to help.