Unauthorized mobile payments
An unauthorized mobile payment is a payment that you didn’t make or approve.
This includes unauthorized payments such as:
- contactless or tap payments
- quick response or QR code payments
- text message or email money transfers
Paying for an unauthorized mobile payment
Usually, you don’t have to pay for unauthorized mobile payments. The financial institution that issued your credit or debit card may have policies that protect you from unauthorized mobile payments.
In some cases, you may have to pay for unauthorized mobile payments if you:
- share your personal identification number (PIN) or the password you use to make mobile payments
- can approve payments with your fingerprints and you register other people’s fingerprints on the device
- disable the feature that requires a password for mobile payments
Protecting yourself from unauthorized mobile payments
To protect yourself from unauthorized mobile payments:
- don’t share the PIN or the password of your payment method or application (app)
- don’t share the PIN or the password for your mobile device
- set the "require password" option so every mobile payment requires password confirmation
- don’t use the same password for different accounts
- change your password often
- change your password right away if you suspect an unauthorized or suspicious transaction
- contact your financial institution and your service provider if your mobile device is lost or stolen
- use different passwords to access your mobile device and to approve a payment
- enable multi-factor authentication whenever possible
With multi-factor authentication (MFA), you need to provide multiple authentication factors to access a device or an account. For example, scanning your fingerprints or entering a passcode.
If cyber criminals gain access to your password, they still need to provide additional information to access your accounts.
Learn more about multi-factor authentication.
If you change mobile devices
You may decide to change or dispose of mobile devices. If you do so, remember to remove all personal data, including mobile wallets.
Learn how to protect your mobile device.
Reporting an unauthorized mobile payment
Where you report an unauthorized mobile payment depends on the payment method used for the transaction.
Mobile payments linked to your cell phone or wireless service provider
If an unauthorized payment appears on your cell phone or wireless service provider bill, contact your provider.
Consider asking your cell phone or wireless service provider to block third-party charges by vendors to your wireless account. For example, for features such as text messages and ring tones. This may help avoid further unauthorized mobile payments.
If your issue is not resolved, you can contact the Commission for Complaints for Telecom-television Services (CCTS). CCTS is an independent organization. It’s dedicated to resolving television and telecom services complaints.
Contact the Commission for Complaints for Telecom-television Services.
Mobile payments linked to a debit or credit card
If you find an unauthorized mobile payment made using an account linked to your credit or debit card, contact the card issuer. The card issuer’s name or logo should be on the card with its contact number.
If a federally regulated financial institution issued your card, they must have a process in place to handle complaints.
Learn how to file a complaint with your financial institution.
Mobile payments linked to a prepaid card
If you find an unauthorized mobile payment linked to a prepaid card, contact the prepaid card issuer.
The prepaid card issuer’s name or logo should be on the card or the card packaging with their phone number.
For prepaid or gift cards issued by a single retailer or retail chain, contact the retailer or chain.
Learn more about prepaid cards.