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Protecting your Airwallex card transactions: a guide to understanding and preventing card-related scam calls

What are card-related scam calls?

Card-related scam calls are fraudulent phone calls where attackers impersonate trusted entities (like Airwallex-your bank, or even online merchants) to deceive individuals into divulging sensitive card information or performing actions that lead to unauthorized card transactions. The primary goal is often to obtain your full card number, CVV, expiry date, one-time passcodes (OTPs) for online transactions or mobile wallet provisioning, or to trick you into making a payment with your card to a fraudulent recipient.

How do card-related scam calls typically happen?

Fraudsters employ various sophisticated tactics in scam calls targeting card information:

  • Impersonation: They may claim to be from Airwallex's fraud department, a well-known merchant (e.g., "Amazon," "Microsoft") regarding a "suspicious transaction" or a "refund," or even a delivery company asking for payment to release a package. They often use caller ID spoofing to make the incoming call appear legitimate.
  • Creating urgency or fear: Scammers often create a sense of panic related to your card. They might claim your card has been compromised, an unauthorized transaction has just occurred, your card is about to be blocked, or you need to make an urgent payment to resolve an issue.
  • Social engineering: They use psychological manipulation to gain your trust. They might sound professional and helpful, or create a scenario where you feel obligated to provide card details (e.g., "to verify your identity for security reasons" or "to process a refund").
  • Requesting sensitive card information: The core of the scam is to trick you into providing:
    • Your full 16-digit card number.
    • The card's expiry date.
    • The CVV code (the 3 or 4-digit security code).
    • One-time passcodes (OTPs) sent to your phone or email for 3D Secure online purchases or for adding your card to a mobile wallet (e.g., Apple Pay, Google Pay).
    • Your card PIN (though this is less common over the phone, they might direct you to a fake payment page).
  • Directing you to perform card-related actions: They might instruct you to:
    • Read out your card details over the phone to "cancel a fraudulent transaction" or "verify a payment."
    • Make a "test transaction" to a "secure account" (which is theirs).
    • Visit a specific fake payment website to enter your card details.
    • Add your card to a mobile wallet under their guidance (effectively giving them control of a tokenized version of your card).
  • Information gathering for future card fraud: Sometimes, the initial call is to gather partial card details or confirm information, which they then use for subsequent fraudulent transactions.

What to do immediately if you suspect a card-related scam call

If you are on a call and suspect it might be a scam targeting your card, or if you realize you may have divulged card information:

  1. Hang up immediately: If the call feels suspicious, end it.
  2. Do not share card details or OTPs: Never provide your full card number, CVV, expiry date, PIN, or OTPs over the phone if you did not initiate the contact or if you have any doubts about the caller's identity.
  3. Contact Airwallex support immediately (using official channels): If the call claimed to be from Airwallex, or if you are concerned your Airwallex card(s) or account may have been compromised, contact us immediately through our official support channels.
  4. Freeze your card(s) instantly: Log in to your Airwallex account (by typing www.airwallex.com directly into your browser or using your bookmark) and immediately freeze any card(s) you believe might have been compromised. This is the quickest way to prevent unauthorized transactions.
  5. Reset your account password: If you suspect any of your Airwallex login details were also compromised, reset your password immediately.
  6. Review card transaction history: Carefully review recent transactions on all your Airwallex cards for any unauthorized activity.
  7. Report to authorities: Consider reporting the scam call to your local law enforcement or relevant fraud reporting agencies.

How to prevent card-related scam calls

  • Be skeptical of unsolicited calls about your card: If you receive an unexpected call claiming there's an issue with your Airwallex card or a transaction, be highly suspicious, especially if they ask for full card details or OTPs.
  • Verify the caller independently: If unsure, hang up. Do not use any number the caller provides.
  • Airwallex will NEVER ask for these card details over the phone :
    • Your full card number (we may ask for the last 4 digits for verification if you call us).
    • Your card's CVV code or PIN.
    • One-Time Passcodes (OTPs) for online purchases or mobile wallet setup that you did not initiate yourself. We will never call you to ask for an OTP to "cancel" a transaction or "verify" your card.
  • Protect your OTPs for card transactions: OTPs (often used for 3D Secure online payments or mobile wallet provisioning) are a key security layer. Only enter them on legitimate merchant payment pages or within official mobile wallet apps when you are actively making a purchase or setting up your card. Never read an OTP out to someone over the phone.
  • Don't rely on caller ID: Fraudsters can "spoof" caller ID.
  • Resist pressure to act immediately or provide card details: Scammers create urgency. Take your time.
  • Educate your team: Ensure all employees who use cards are aware of these specific scam call tactics targeting card information.

We strongly urge you and your team to implement all recommended preventative measures to minimize your risk from card-related scam calls. Your vigilance is critical.