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Report fraud or unauthorised activity

Secure your credentials and contact human support immediately about an unknown login, order, mandate or payment.

1 min read ยท Reviewed September 21, 2026

Act immediately

  1. Do not approve any unexpected mobile money, OTP, USSD or card prompt.
  2. Change your CanPay password from a trusted device if you can still access the account.
  3. Contact your bank or mobile money provider if a payment instrument may be compromised.
  4. Contact CanPay support with the affected order or payment reference and time of the event.
  5. Keep screenshots and messages, but redact PINs, passwords, OTPs, CVVs and full account numbers.

What the chatbot cannot do

A chatbot cannot freeze an account, reverse a payment, decide liability, reveal account data or confirm that a transaction is safe. Fraud and identity issues always require human support and, when relevant, the payment provider.

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Still need help with your account?

For application decisions, fraud, payment disputes, refunds or account-specific changes, contact the support team.

Open a ticket Email support