Clanq endeavors to provide its users with a safe and reliable platform for their transactions. However, as fraudsters and scammers become more sophisticated, it is important for our customers to remain vigilant and aware of the latest scams.
We offer such cards for our customers:
A debit card for Clanq account holders. When making cashless payments with debit cards, the amount is debited directly from the account.
A prepaid credit card for family members (in the family clan) which, in addition to the many advantages of a modern means of payment, above all offers security - in several respects. With credit cards, payments made with the card are collected and debited from the account with a time delay at the end of the month.
Criminals are using increasingly sophisticated techniques to steal money and it can be difficult for customers to identify them. To protect our users, Clanq is constantly reviewing its fraud and scam prevention systems with our banking partner Solaris and is constantly developing new solutions to combat the latest techniques.
As a user, you also play an important role in fraud prevention. In this article, you will learn what to do if you suspect that fraudsters are targeting you. You will also find information about the latest fraud methods, how you can protect yourself and how Clanq protects you.
What to do if you don't recognise a transaction and suspect fraud
If you suspect that your Clanq card has been wrongly charged, it is important that you take immediate action to protect yourself from further losses.
Firstly, make sure that you are 100% sure that the transaction was not made by you. Sometimes subscriptions are mistaken for fraudulent transactions. If the charge is a subscription fee and you want to stop it, you need to go to the provider and cancel your subscription with them. If you are sure that it is a fraudulent transaction, proceed to the next step.
If it is a fraudulent debit, it is important that you block your card immediately to prevent further unauthorized transactions. You can easily do this in the Clanq app.
Once you have blocked your card, you should report the fraudulent transaction to our support team. To do this, open the Clanq app and start a support chat in which you describe the problem. Our support team will assist you with all further steps.
Once the problem has been resolved, you can easily re-activate your card or block the card and order a new one. It's important to know that Clanq is here to help and protect you. We will work with you to resolve any issues and help you recover your losses.