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How do I know if a call or email is from Yonder?

Updated over a week ago

Keeping your information secure is a top priority for us at Yonder. Unfortunately, scammers sometimes pretend to be us to access personal or card details. Here’s how to tell whether a call or email is genuinely from Yonder.


1. Check the email address

  • Official Yonder emails will always come from @yondercard.com or @yonder.com

  • We never use email services like Gmail, Yahoo, or Hotmail

  • If we ask you to reply, it will only be to [email protected] or through chat in the Yonder app

  • Watch for small changes like extra letters or misspellings in the email address as these are common signs of fraud


2. Look for personalisation

Genuine emails from us will:

  • Start with your full name and the greeting "member"

  • Never use generic openings like "Dear Customer" or only part of your name

  • Include this reminder in the footer:
    “If anything looks wrong, email us at [email protected] and we’ll get it sorted.”


3. Tone and Language

Our communication is always:

  • Clear, professional, and friendly

  • We do not use alarmist or urgent language to pressure you into acting quickly

  • Be cautious if an email contains spelling mistakes, poor grammar, or seems unusually forceful — these are red flags

If we ever need you to take action, we’ll ask you to chat with us in the app.


4. Links and Attachments

  • We will never ask you to click a link or download an attachment to log in or provide sensitive details

  • For any important actions, log in directly through the Yonder app

  • If you see a link, hover over it (don’t click) to check where it really leads


5. Phone Calls From Yonder

  • Scammers can spoof numbers and use personal details to sound convincing

  • Yonder will never ask for your full 16-digit card number, any part of it, or your one-time passcodes over the phone

  • OTP messages will always include a warning:
    “STOP: Hang up now if you're on a phone call, you're speaking to a fraudster. A Yonder employee will NEVER ask you for this.”

We may occasionally call to discuss your account, but if you’re ever unsure:

Hang up and contact us directly through the Yonder app.


Still unsure?

If you ever have doubts about a message or call claiming to be from Yonder:

  • Reach out to us directly through the Yonder app

It's always better to double-check than to take a risk.

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