Trust and Safety
If you think your account has been compromised, act on Section 1 first and read the rest afterwards. With financial fraud the first hour matters more than the next week.
If You Think You Have Been Scammed
In this order. The first two steps are yours and they are the ones that stop the bleeding.
Stop sending
Send nothing further, however convincing the reason. «One more payment to release the funds» is the single most common way a loss is doubled. If someone is on the phone with you, hang up.
Freeze the card and secure the account
Freeze the card from the dashboard, change your password, and sign out other devices. All three are in security settings and take seconds.
Write to us
[email protected], with «URGENT — security» in the subject. Account-compromise reports jump the queue. Include your account email, what happened, when, and any screenshots or transaction references.
Report it to the police
Report to the police in your country and obtain a case reference number. Anything later — an insurance claim, a dispute, a bank investigation — is easier with one and slower without.
Tell your bank
If a bank account or another card was used in the chain, tell that bank too. They have their own recall processes with their own deadlines, and those deadlines run from when the payment left, not from when you noticed.
2. How to Verify You Are Talking to Us
We will never call or email asking for your password, a two-factor code, your full card number or a recovery phrase; ask you to move money to «secure» or «verify» your account; or press you to act immediately without time to check. All three are the defining moves of an impersonation scam, and there is no exception in which we would do any of them.
Our only channels are email from the nelvoi.com domain and the website at https://nelvoi.com. If a message claims to be from us and you are not certain, do not reply to it. Open the site yourself by typing the address, and write to [email protected] from there.
A sender name is not a sender address, and a display name is trivially forged. Check the part after the @.
3. What to Watch For
The schemes below account for most of what actually costs people money in this industry.
Phishing
An email, text or call impersonating us or another company you trust, designed to get your credentials. The link goes to a page that looks exactly right. Always reach us by typing the address yourself rather than following a link you did not expect.
Impersonation
Someone posing as our support, a government official, a police officer or a bank, usually with urgency and usually with a reason you must not tell anyone. Real institutions do not ask you to move money to keep it safe.
Investment scams
Guaranteed returns, a limited window, a platform that shows your balance rising. The withdrawal is where it fails, and the fee demanded to release it is the second theft.
Romance and «favour» scams
Someone you have met online asks you to receive or send money on their behalf. Doing so can also make you the visible party in someone else's money laundering, which is a separate and serious problem.
Account takeover
Access gained through reused passwords, malware or a SIM swap. Unique passwords and two-factor authentication that is not SMS-based are what stop it.
Authorised push payment fraud
You are tricked into sending the money yourself. Because you authorised it, it is the hardest kind to reverse — which is exactly why it is the most common.
4. What to Report, and What Happens Next
Report immediately if you see a transaction you do not recognise; a sign-in you did not make; a change to your account details you did not request; a message asking for your password or a code; or anything else that feels wrong. A false alarm costs nothing; a delayed report can cost everything.
What we do. We acknowledge the report, freeze what needs freezing, investigate, keep you informed, preserve the transaction record for any dispute, and report to the authorities where the law requires. What we cannot do is reverse a completed blockchain transfer — nobody can — or override a payment network's rules.
Freezing without waiting. If you believe your account is compromised and cannot reach the dashboard, write to [email protected] with «URGENT — freeze» in the subject and we will freeze it for you.
5. Escalating Beyond Us
You may report fraud to the authorities in your own country at any time, independently of anything we say, and you do not need our agreement to do it. In most countries this means the police, a national fraud reporting body, and — where a regulated firm is involved — the financial regulator or ombudsman.
The specific regulator supervising NELVOI depends on where our entity is established and where our issuing partner is licensed. Those details are not yet settled and will be named here and on the licensing page before accounts open. We would rather leave this blank than point you at the wrong authority.
Complaints about how we handled something — as distinct from a report of fraud by a third party — follow the Complaints Handling Procedure, which has deadlines attached.
This document is available in several languages. In the event of any discrepancy between versions, the English version prevails.
