We know it can be confusing to tell the difference between fraud and personal security issues - especially when unexpected activity happens on your account.
Here’s a quick guide to help you understand the difference and what steps you should take.
What is considered Fraud?
For an existing customer:
Fraud means someone you don’t know and did not authorize gained access to your ZayZoon account or personal information to take funds or complete transactions without your permission.
For someone who has not opened a ZayZoon account:
Fraud means your personal information (such as your name, phone number, or employment details) was used by someone else to create a ZayZoon account and access funds without your knowledge or consent.
Examples of Fraud:
Your account was accessed from a device or location you don’t recognize.
A stranger hacked into your account without your knowledge.
Your email, password, or payout method was changed without your permission.
You are unable to access your account and didn’t share your login with anyone.
A ZayZoon account was created with your information without your knowledge.
What is a Personal Security Issue?
A personal security issue is when someone you know (like a friend, roommate, partner, coworker, ex-partner, or family member) accessed your account — often because they had access to your device, knew your password, or were given permission at some point.
These situations typically occur when an account hasn’t been properly secured, such as sharing login information, saving passwords on shared/public devices, or not enabling device security features like passcodes, biometric ID, or multi-factor authentication.
Examples of Personal Security Issues:
Someone in your household or place of work known to you used your account without your approval.
You shared your password or saved your login info on a shared phone or device.
Payout funds sent to ex-partner, friend, or sibling card/account that was not removed from your ZayZoon wallet.
Staying logged into ZayZoon on a public, partner’s, or roommate’s device.
What should I do for suspected fraud or security issues?
Fraud and personal security issues are handled differently.
Fraud claims require a full investigation and possibly a copy of a filed police report.
Personal security issues may not be considered fraud but we can help you secure your account by:
Resetting your password
Removing saved payout methods
Deleting remembered devices
Use the table below to determine the best next step for your situation:
Situation | Next Step |
Someone I don’t know accessed my account | Contact us immediately so we can disable the account and advise of the next steps.
For example: we may require a police report for fraud claims. |
Someone I know used my account without permission. | Reset your password and remove access. We can help secure your account moving forward. |
I shared my login but now regret it. | Change your password ASAP and remove any payout methods you no longer control. |
Still not sure?
If you’re unsure whether your situation is fraud or a personal security issue, reach out to our team. We’re here to help guide you through next steps and secure your account.