Reporting Suspicious/Fraudulent Transaction
If you notice a transaction on your account that you do not recognize, please do not panic. We are here to help. Follow the steps below to report it quickly and ensure we can assist you as quickly as possible.
Step 1: Check Your Transaction Details
Before reporting, please review your transaction history to confirm the date, amount, and recipient of the transaction. Sometimes merchants process payments under different names.
Step 2: Secure Your Account
If you suspect unauthorized activity:
• Change your account password immediately. Tap on “Forgot PIN”, enter your registered phone number and date of birth to reset your pin.
• Do not share your login details or verification codes with anyone.
• If you have shared sensitive details and encounter suspicious activities on your account, please take these steps to temporarily lock immediately the account before reaching out.
Click on - https://portal.getcarbon.co/login
Click on “Suspicious Activity”
Enter the phone number linked to your Carbon account and reason for blocking the account
OTP is sent to the phone number, enter the OTP to the portal and submit.
Account will be deactivated.
Step 3: Contact Us
When creating a ticket or reaching out to support, please provide the following details to help us investigate faster:
• The exact date and amount of the transaction
• The recipient’s name (if available)
• How you were defrauded or how you discovered the suspicious transaction
• Any screenshots or messages related to the issue
This information allows our team to act promptly and keep you informed throughout the investigation.
Step 4: Next Steps
Once your report is received, our team will review it and contact you if more details are needed. Please keep your phone line and email accessible for updates.
Important Reminder
We will never ask for your password, full card details, or OTP. Always keep your login credentials private to stay protected.
Please avoid sharing details of the suspicious transaction on your dashboard or in public spaces.
To report directly, send an email to support@getcarbon.co with the subject line “Fraud: [brief description]” so our team can quickly identify and resolve your case.
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