How to spot and handle fraudulent payment requests? – Plugsurfing

⏱ Estimated reading time: 2min

✅ Quick answer

If you get a suspicious payment request, don't pay and don't click any links in the message. Check the Plugsurfing app for any real unpaid charges, then contact Plugsurfing support and share the message so we can look into it.

🛑 Received a suspicious payment request?

Don't pay or click any links in the message.
Check your account for any real unpaid charges (see below).
Contact Plugsurfing support and share the suspicious message so we can investigate.
Report the email as spam or phishing in your email app.

💳 Already paid?

Contact your bank right away and explain what happened. They may be able to reverse the payment. Then contact Plugsurfing support so we can document the case.

📧 Debt collection email about an unpaid balance?

Some drivers have received emails from supposed debt collection agencies claiming they owe money for Plugsurfing charging sessions. These emails are not from Plugsurfing and aren't legitimate.

Signs it's a scam:

It asks you to pay by bank transfer. Plugsurfing doesn't collect payments this way.
It mentions companies or brands that aren't part of Plugsurfing.
It pressures you to pay quickly and threatens legal action.
The amount doesn't match any charges in your Plugsurfing account.

Don't pay. Contact Plugsurfing support and share the details so we can investigate.

🔍 How to check if you owe anything

In the Plugsurfing app, check your charging sessions on the Activity tab and your receipts under Account → Receipts. If your account shows no unpaid charges, any payment request from outside the app isn't legitimate. Not sure? Contact Plugsurfing support before you do anything.

🚩 Warning signs of a fake Plugsurfing message

Unusual payment methods: Plugsurfing will never ask you to pay by bank transfer, gift card, or cryptocurrency, or any method outside your usual payment setup in the app.
Urgency and threats: scam messages often set tight deadlines and threaten legal action or account suspension.
Unfamiliar sender: check the sender's email address carefully. Fake emails often come from addresses that look like ours but are slightly different.
Requests for personal information: Plugsurfing will never ask for your login link or code, full card number, or bank details by email.
Details that don't match: be careful with companies, amounts, or sessions you don't recognize.

🛠️ Contact Plugsurfing support

In the app, go to Account → Help and support → Chat with digital assistant. On your computer, use the Plugsurfing support chat.