Avoiding scams

Avoiding scams

Security at Xapo Bank

Safeguarding your account and the wealth entrusted to our care is a priority for us at Xapo Bank. We have put measures in place to secure your account, in view of the global rise in scams and fraud incidents.

Please be wary of any persons who claim to be representatives of Xapo Bank and require potential “partners” to either join an online or social media Group, or part with sums of money in advance of being engaged. To determine the authenticity of any alleged partnership opportunities, please contact us via email at [email protected].

Scammers may also pose as Xapo Bank recruiters and offer “offers” to unsuspecting jobseekers, with the intention of stealing their personal information. Genuine Xapo Bank job openings will always be posted on our Careers page. In addition, though we work with third-party recruiters, invitations to interview for a role at Xapo and any eventual job offers will only ever be communicated using an @xapo.com email address.

if you are unsure, please reach out to us via email at [email protected].

How we protect you

We deploy state-of-the-art physical and cybersecurity solutions including firewalls, encryption technology and around-the-clock monitoring by our global team of experts in financial crime.

The Xapo bank app utilises multi-factor authentication including email verification, TOTP, phone verification, PIN and biometrics. The app also allows you to enable or disable online payments, turn off payments abroad and freeze or unfreeze your card. If you do not have access to the app, please call our 24/7 IVR line at +350 200 7771 to freeze your card.

Our Membership Services team provides support via in-app chat or email [email protected]. We will not call you directly, except previously agreed via email (ending in @xapo.com) or in-app chat. This is typically part of resolving a challenge for which you reached us first.

All our communications via email will come from an email address ending in @xapo.com, @support.xapo.com or @mail.xapo.com. To confirm an email is legitimate, always hover your cursor over the sender’s email address. Any other domain extensions (for instance .net, .network, .org, etc.) that use the Xapo brand are likely fraudulent and have no connection to us.

Xapo Bank’s official domains are xapobank.com and xapo.com, and our online presence extends to Twitter; Instagram; LinkedIn and Facebook. We do not have an official presence on any social networks or instant messaging platforms not mentioned above.

We won’t reach out to you via any non-official channels, therefore, if anyone does so claiming to be from Xapo Bank, disregard them.

How you can protect yourself

Fraudsters usually pretend to be someone you know and trust, to get you to give them your account security details. Never share details such as card PIN or app login details with anyone, no matter how trustworthy they may seem. Xapo Bank will never ask you for these details.

Double-check every request to make a payment or provide personal security information, even if the person asking seems familiar. Fraudsters tend to pretend to be someone you know or from an organisation you trust. If you suspect that someone is impersonating Xapo Bank, please do not click on any links, respond to their requests, or provide any personal information.

Be alert to any attempt to gain unauthorized access to your account. For instance, if you get a verification email, and you did not attempt to log in, you should change your app PIN immediately and contact us. We also recommend that you enable push notifications on the app to get alerts for every payment you make, and contact us if you receive any suspicious alerts. To manage these and more security settings, please log in into the app and tap Settings in the top right corner.

For your safety, we strongly recommend that you use different PINs to unlock your Xapo app and your device.

If you require assistance, please reach out to us via in-app chat or email [email protected]. We would be happy to help.