To protect your account, it's important to know how Plata Pay communicates with you and how to recognize possible fraud attempts. Knowing the official channels helps you avoid scams and keep your information safe.

How Plata Pay communicates with you

Plata Pay communicates with you only through these channels:

• In the Plata Pay app.

• By email or phone. We don't ask for codes or passwords.

• On our official WhatsApp account. We don't ask for codes or passwords.

If you receive a message outside these channels or are asked for sensitive information, proceed with caution.

Important

These are Plata Pay's official channels and domains. If you suspect fraud, reach us only through:

• Web: plata.co

• Email: ayuda@plata.co

• Support line: 01 8000 160 555 and +57 601 916 5555

Signs of fraud

Someone trying to scam you wants access to your money or your information. Pay attention if someone:

• Asks you for a code or password.

• Sends you a link "to log in" or "to confirm".

• Pressures or threatens to block your account.

• Sends messages "on behalf of a company, platform, or known brand" demanding immediate action.

• Insists they're a genuine contact but avoids verification.

• Offers to urgently increase your credit limit via a link.

• Asks you to pay a "fee" to increase the limit.

• Asks for a code "to approve the limit".

• Proposes managing the limit outside the official app.

These situations are usually clear signs of a fraud attempt. Remember, too, that:

• The phone number or message appearance doesn't guarantee it's Plata Pay.

• Credit limit increases are managed only in the official app or confirmed Plata Pay channels.

• Plata Pay doesn't charge extra fees by transfer to review or increase your credit limit.

What if...?

Does the message seem real?

Verify the information directly in the app, in Plata Pay's official chat.

Does the number match Plata Pay's?

Scammers can spoof phone numbers.

Does the person insist they're a real employee or partner?

Legitimate organizations don't avoid verification through official channels.

Do they offer to increase your limit via a link?

Ignore the message and manage any changes only within the Plata Pay app.

Do they ask for a code "to approve the limit"?

A code confirms an action. If someone asks you for it, it's fraud.