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How to keep safe from fraud

We're big on keeping your money safe while respecting your privacy. That's why we've got pretty much every type of fraud protection working on keeping your account secure.

What to do if you’ve been a victim of fraud

We've been talking to our customers, and we know that your primary concern is keeping your money safe. If you think you may have fallen victim to fraud, don't hesitate to contact us. Get in touch with us by email at Even on any of our social media platforms if need be. You must report your situation to your country's official authority, it would be best to inform your local police of the fraud scam. If you live in the UK, you should also report to Action Fraud.

Lock your card

Once our Kixy app is available on the app store, you will control your current account card from there.

Contact our support team

Make sure to get in contact with and inform your local police of the fraud/scam. We can kickstart the process to try to get your money back!


It's important that your report your situation to your country's official authority. If you live in the UK you should report to Action Fraud.

Commom scams to watch out

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Phishing Scams

With phishing, scammers use texts and emails to trick individuals into giving up personal information. The information they want includes passwords, social security numbers, account numbers, and whatever other important information they can get their hands on.

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Employment Scams

Employment scams are another common way to access people's financial accounts. The scammer promises guaranteed work in exchange for an up-front fee. They may also ask for bank account information to transfer commission payments to you. This is all a front to get your account information, though.

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Scam calls

Phone scammers will call you unsolicited, pretending to be from an organisation you trust, such as your bank, the police, pension pots, or even the NHS. The scam calls may be automated or be from an actual person.

We're educating you on the things we can't protect you from

We can't protect you from certain things like if you share specific details or give someone access to your account, it might not be easy to protect you. But where we can't interfere, we will try to make sure you are prepared for situations where people try to take your money.

Not only do we have our initiatives on our website and our social media, but we're also supporting the launch of a major new campaign designed to tackle financial fraud. The “Take Five” campaign aims to put consumers and businesses back in control with straightforward advice to help prevent financial fraud, and so we encourage you all to take a moment to view the information.

Check out their information

Frequent Asked Questions

Got a question? We're here to help!

Setting up 2-Factor Authentication.

(Two)2-Factor Authentication (2FA) is an extra layer of security that helps us make sure, the person trying to log in to your account is actually YOU!
Once you're logged into your account for the first time, you will be asked to set up and activate your (two)2FA.The below image is the (two)2-Factor Authentication page.

QR Code Picture- Figure 1

Download and install the Google Authenticator app on your mobile phone.

Link to download google authenticator app for android
apple buttonLink to download google authenticator app for iOS iPhone

Open the Authenticator app:

google authenticator screenshot Figure 2

To set up your first account, select the first option and scan the QR code provided in your KIXY account with your mobile phone. If you are not able to scan the QR code, select the second option and enter the manual code provided under the QR code. The below image is the button for the Google Play store and Apple Store to download to Kixy App. Your KIXY (two)2FA account will then be added to the Google Authenticator app and you will be able to see a 6 digit code right under your account name. This code changes frequently, so you do not need to memorize it. Enter this code in the empty space provided in Figure 1 and click "Activate" .
Your (two)2FA should now be activated and you should be asked to enter the (two)2FA code every time you want to log in to your account. This way, even if someone knows (or has hacked) you and has your password, they will not be able to log into your account without access to your mobile phone.

2FA 6 digit code input- Figure 3

2-Factor Authentication

There are various ways to log in to your account. But as security threats increase, so does the need for stricter account security measures. (Two) 2-Factor Authentication (2FA) is a login process that provides extra security to your account even if your password is compromised.
Once you put in your user name and password, you will be required to type in a one-time password that is generated by an authentication app (e.g. Google Authenticator) on your mobile phone.
This password changes every time you try to log in.

Learn more about how to set up and enable your 2-Factor Authentication.

My account has been blocked

This can be for various reasons. To get the best answer, please give our support team a call and we will be able to assist with your query.

Unrecognised subscription on my account.

If there is a subscription that you do not recognise we will cancel the subscription. However, it is best to contact the merchant to cancel as they can restart the subscription at any time.

I’ve received a suspicious email – what do I do?

Please do not click on any of the links. It's most likely a scam, we will never send an email asking for internet banking or personal information. Please forward the email to Once you’ve forwarded it please delete the email.

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Innovate Finance

If you would like to find out more about Kixy services and products, or if you have any other questions, please see the Terms & Conditions, or contact us via our chat or website.

Kixy LTD is registered with the Financial Conduct Authority under the Payment Services Regulations 2017 for the provision of payment services (reference number: 814005). Kixy LTD is registered with the Financial Conduct Authority as an EMD Agent of PayrNet Limited, an Electronic Money Institution authorised by the Financial Conduct Authority (reference number: 900594). Kixy LTD's registered address: 40 Gracechurch Street, London, England, EC3V 0BT. Kixy is not a bank, the Kixy account is an e-money account. For Canadian customers, Kixy Services Inc. is registered with the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC) as a Money Service Business (MSB) with registration number M21855906.