At Voly, the security of your cards and accounts is our top priority — read on to find out how to keep your details safe and spot the warning signs of fraud before they catch you out.
Fraudsters don't always try to break into systems — more often, they try to convince you to help them. This article covers what social engineering looks like, how card fraud happens, and what to do if something doesn't feel right.
What will Voly never ask you for?
Voly, B4B Payments, Mastercard, or any legitimate financial partner will never contact you asking for:
Full card details, including your full card number, CVV, or PIN.
One-time codes or verification codes. This includes SMS codes, OTP codes, app approval requests, or multi-factor authentication codes.
Passwords or remote access. No Voly team member will ever ask to access your phone, computer, or account during a call.
Fund transfers to a 'safe account'. There is no legitimate reason to move money because someone called you — even if the number looks genuine and the caller knows details about your account. The only exception would be unloading funds from your Voly Prepaid Cards back into your Voly Money Account if you suspect fraud.
If we do need to verify your card, we will only ever ask for the 9-digit ID number, the embossed name on the card, or the last 4 digits of the long card number.
How might scammers target you?
Scammers use social engineering and other similar tactics to get you to unknowingly help them gain access to your accounts. Social engineering relies on one thing: getting you to act before you have a chance to think about what you are being asked to do. The most common tactics are:
Creating urgency or panic. 'Your account is under attack', 'funds must be moved immediately', 'your card is compromised right now'. Fraudsters will try to make you feel stressed and/or anxious, so you stop thinking critically.
Pretending to be a trusted organisation. They may claim to be Voly, Mastercard, an external bank, yacht management, IT support, or even another crew member — and may spoof phone numbers to look convincing.
Using information they already have. Knowing your name, yacht name, or the last four digits of your card does not mean someone is legitimate. This information is often available publicly, such as your LinkedIn profile or social media profiles
The warning signs are consistent: pressure to act immediately, requests for secrecy, instructions that don't follow your ways of working to anything that involves sharing codes, approving transactions you don't recognise, or moving money.
How fraudsters access funds
Once they have your attention, there are a few common ways fraud happens:
Adding a card to Apple Pay or Google Pay. A fraudster calls pretending to be from your bank and asks you to read a verification code or approve a notification. You are authorising their device to use your card.
Approving a fake fraud transaction. They trigger a push notification or in-app confirmation, then call claiming they need you to 'approve it to block the fraud'. You are approving the fraudulent transaction yourself.
Impersonating a security process. They talk you through what sounds like a legitimate procedure — verifying your identity and telling you there has been fraud on your account. This process seems genuine; however, it is used to gain your trust to share account information with them.
How to Protect Your Physical Card
A few simple habits significantly reduce your exposure:
Shield your PIN. Always cover the keypad when entering it, even if no one appears to be nearby.
Check the terminal. Before using an ATM or card reader, look for anything unusual — loose fittings, extra attachments, or a keypad that feels off.
Keep your card in sight. Never hand your card to someone and let them walk away with it.
Store cards securely. Keep cards locked away when not in use.
Use Digital Wallets. If enabled/applicable to your cards, where possible, use Digital wallets for your purchases. Digital wallets use tokenisation so that a merchant would not receive your sensitive card or financial details.
Report lost or stolen cards immediately. Suspend your card either in the Voly App or on your desktop. If you have permission to do so, unload any remaining funds from the card back into your Voly Money Account. Then contact your Account Manager or reach us via Live Chat straight away. Acting quickly limits the risk of unauthorised transactions.
What to do if you suspect fraud
If something feels wrong, stop the conversation immediately. Here's what to do:
Suspend your card straight away. Don't wait to confirm whether a transaction is fraudulent — suspend first and investigate after. In the app, go to Manage Card and tap Suspend. On the web, go to the banking page and change the card status to Suspended. No security code is required.
Unload any remaining funds. If you have permission to do so, move the balance back into your Voly Money Account. If not, contact your administrator
Contact Voly directly. Reach your Account Manager or our Live Chat team to report the issue. Alternatively, you can call us on +443300536373. Use official contact details only — not details provided by the caller. Voly will guide you through the dispute process.
Change your passwords. Update your Voly login and any accounts that share the same credentials.
Save any evidence. Screenshot suspicious messages, emails, or transaction details in case you need them later.
If you're ever in doubt: put the phone down, call back using official contact details, and speak to a member of the Voly team.
Still have questions? Send us a message through the chat icon in the app or reach your Account Manager directly.