Protecting your account is a shared responsibility between you and us. With a few basic security measures, you can significantly reduce the risk of fraud and keep your money and information safe.

What you should do

To keep your account secure, it’s important to follow these recommendations:

• Install the Plata Pay app only from official stores (App Store or Google Play).

• Enable biometrics (Face ID or Touch ID) or a PIN to access the app.

• Set limits for transactions and transfers; this can help limit potential losses.

• Enable automatic screen lock on your phone.

• Regularly update your device’s operating system and the Plata Pay app.

• Keep antivirus software and, if possible, a VPN connection updated on the device you use to access the app.

These simple measures help protect your account, even if someone tries to access your device or information.

How to act safely every day

Your security also depends on some everyday digital habits. To protect your account:

• Never share confirmation codes or passwords with anyone, not even someone from Plata Pay.

• Only confirm logins and transactions within the official Plata Pay app.

• Don't open links "supposedly from Plata Pay" that reach you by SMS, email, or messaging apps.

• Don't install "protection" or "help" apps suggested by third parties.

• Carefully verify the recipient before making any transfer.

Small actions like these prevent scammers from accessing your account.

How to recognize a fraud attempt

Fraud attempts usually have clear signs. Stay alert if someone:

• Asks you for a code, a password, or your card details.

• Suggests "protecting your money" by transferring it to another account.

• Asks you to install an app or follow a link.

• Creates urgency or pressure to make you act fast.

• Offers to invest your money at a guaranteed or "very high" return.

• Promises fast, risk-free money.

• Asks you to urgently transfer money so you "don't miss out."

If something pressures you or seems too good to be true, it's probably fraud.

What we never do

To help you spot possible scams, remember that we never:

• Ask you for confirmation codes, PINs, passwords, or your CVV.

• Ask you to transfer money to a "secure account."

• Ask you to install remote access programs.

• Ask you to confirm security actions outside the app.

If someone asks you for any of these on behalf of Plata Pay, it's very likely a fraud attempt.

What scammers do

Scammers use different strategies to gain trust or apply pressure. For example, they:

• Impersonate Plata Pay, security services, or public authorities.

• Send fake links or pages that mimic official sites.

• Convince people to confirm actions "to cancel" something.

• Use fear or urgency to force quick decisions.

So always verify information directly in the official Plata Pay app.

What if...?

I shared the app access code or my card PIN

Change your password right away and message us in the app or call our customer service line.

I installed an app outside the official store

Delete it right away and message us as soon as possible.

I'm being pressured or threatened with account blocks or legal action

They're very likely scammers; we don't act that way. Message us as soon as possible.

I'm offered an investment or income that seems too good to be true

If the return is guaranteed or you're pressured to act fast, it's almost always fraud.