Scam Awareness

Purpose And Scope

This page explains common scam risks (including authorised push payment scams), how we contact you, what you should check before sending, and what to do if you think you’re being scammed. It applies to all transfers you create via our website or mobile apps.

How We Will Contact You

We will never ask you to move money “to a safe account,” share one-time passcodes, disclose full card details by chat or email, or install remote-access software. If we need documents, we will request them in-app or from our support email shown on our website. If you are unsure, contact us using the details on our site—do not use numbers or links sent by an unknown person.

Common scam patterns

Scams often begin with unexpected contact, urgency, and a push to move money, change payee details, or share one-time codes. If any of the below appear, stop and verify using trusted contact details.

• Bank/police/government impersonation (“move funds to a safe account”).
• Fake refunds, taxes or fee requests; “recovery” services.
• Investment or crypto pitches promising quick returns.
• Romance or “friend in need” requests for money or gift cards.
• Invoice or payee-detail change (business email compromise).
• Goods/services sellers pushing off-platform or asking for deposits.
• Tech-support scams asking to install remote-access tools.
• WhatsApp/number spoofing, fake payment links, QR codes, or apps.

4. Checks before you pay

Pause and verify the request using a trusted number or website you find yourself. Do not rely on caller ID or links in messages. Never share one-time passcodes or full card details by chat, email, or over the phone. Only fund from a bank account or 3-D Secure card in your own name. Sense-check the story: urgency, secrecy, or pressure are red flags. If the request involves investment/crypto, refunds, taxes, or “safe accounts,” assume it is a scam and contact us first.

5. What we do to protect you

We use layered fraud controls including device and behaviour checks, sanctions/PEP screening, linked-account analysis, velocity limits, and real-time prompts that ask about purpose of payment and relationship to the beneficiary. Where we detect risk, we may pause or cancel a transfer, ask short questions, apply a cooling-off period, or request documents. We will never ask you to install remote-access tools. If we reasonably suspect a scam, we may refuse the payment and refund to the original funding method in line with our Refund Policy.

6. If you think you are being scammed

Stop the payment if you can (cancel in-app) and contact us immediately using the details on our website/app. Contact your bank at once to request a recall or block further payments. Change your Roze Remit password and secure your devices. Keep evidence (screenshots, numbers, emails, receipts). Report the matter to your local police or fraud authority (for example, Action Fraud in the UK). After payout, recovery is often not possible; we will liaise with banks and payout partners where feasible and keep you updated, but outcomes depend on the receiving institution and beneficiary cooperation.

7. What we can and cannot do

Before payout, we can pause or cancel a transfer and refund to the original funding method. After payout, we can request a recall or contact the receiving institution, but recovery depends on that institution and the beneficiary. We will act reasonably, share relevant information with banks and law-enforcement where permitted, and keep you updated. We cannot guarantee recovery or compensation for authorised payments unless required by law or our Terms.

8. How we respond when you report a scam

We acknowledge your report, secure your account, review recent activity, and decide whether to pause other transfers. We may ask short questions or request documents. Where appropriate, we notify partner banks and payout providers and provide you with reference details to support your police or fraud-authority report.

9. Learning and prevention resources

Our FAQs include practical examples and tips on safe payments. Your local fraud authority and police provide up-to-date guidance on current scams. If someone asks you to keep a payment secret, move money to a “safe account,” or invest urgently, treat it as high risk and contact us first.

10. Updates to this page

We update this guidance as new scam patterns emerge or rules change. The effective date appears at the top of the page.

11. Contact us

Use in-app help, email [email protected], or call +44 203994 7333. If you have already made a payment, contact your bank immediately to request a recall and block further payments. Only use the contact details shown on our website or app; do not respond to numbers or links sent by unknown parties.