If you receive a notification that your card has been added to a digital wallet without your authorisation, it’s important to take immediate action to protect your account and personal information.
Why did I receive this notification?
You’ll receive an in-app notification whenever there’s an attempt to add your card to a digital wallet, such as Apple Pay or Google Pay, on a new device. This is a security feature designed to protect your account.
Do I need to do anything if I didn’t request it?
Yes. If you didn’t initiate the request, do not approve the card addition. When an attempt to add a card is made, you will be asked to confirm whether you want your card added. Simply decline the request to prevent unauthorised use and follow the on screen instructions. Your card will be automatically frozen to protect your account in case of unauthorised use and potential scams, and you’ll be directed to chat with our Customer Support who will advise you further and order a new card.
What happens if I accidentally approve it?
If you mistakenly approve an unauthorised request, your card could be added to someone else’s device. If that happens:
- Freeze your card immediately through the app.
- Contact customer support right away to report unauthorised activity. You can message us via the in-app chat or by emailing us at help@kroo.com.
- Request a replacement card if needed.
How can I confirm if the request is legitimate?
- Check whether you recently tried to add your card to a new phone, tablet, or watch.
- If you did, you can safely approve the request in the app. in-app flow.
- If not, decline the request immediately and follow the onscreen instructions.
Will I get charged if someone tries to add my card?
No. Just receiving the notification does not mean your card was added. Your approval is required in the Kroo app before the card can be linked to a new digital wallet.
How can I protect myself in the future?
- Always review in-app notifications carefully.
- Do not share your card details with anyone.
- Turn on biometric authentication (fingerprint or face recognition) for added security.
- Regularly review your transaction history for unusual activity.
You can learn more about types of fraud and popular scams here.