Practical guidance to help you recognise scams, protect your information and get help if a payment may be affected by fraud.
Updated: 11 October 2026 · Customer guidance v1.0Pause if someone pressures you to send money urgently, asks for secrecy, promises unrealistic returns or claims you must transfer money to a “safe account”. Fraudsters may impersonate a bank, supplier, relative, regulator or MinasPay.
A familiar name, logo or telephone number is not proof that a message is genuine. Unexpected requests to change beneficiary details, install remote-access software or provide security codes deserve particular caution.
Confirm the recipient’s identity and receiving details using an independent contact method you already trust. Do not use contact details supplied only in the suspicious message.
Check the payment purpose, customer rate, charges, recipient amount and expected timing. Never make a transfer you do not understand or allow someone else to pressure you into authorising it.
Use the customer login at app.minaspay.co.uk and check the full website address before entering information. Keep your password unique and your device updated.
MinasPay will not ask you to disclose a password or security code, move money to a “safe account” or install remote-access software. Before supplying identification documents, confirm the submission method with our team.
Contact MinasPay immediately by calling +44 20 8965 0116 or emailing info@minaspay.co.uk. Also contact your bank or other payment provider promptly where relevant. If our team is unavailable, do not delay contacting your bank.
Give your payment reference, date and a short description of what happened. Keep messages, receipts and other evidence. Do not email passwords, security codes or unnecessary identification documents. Ask whether a payment can be stopped, corrected or recalled; recovery cannot be guaranteed.
A payment you did not authorise differs from a payment you authorised after being deceived. Tell us which situation applies so the payment can be considered under the relevant rules and service terms.
UK APP reimbursement protections cover qualifying UK-account transfers through Faster Payments or CHAPS, subject to eligibility and the scheme rules. They do not automatically cover every international remittance. Do not assume that a fixed reimbursement limit applies to your transfer.
If you are dissatisfied with our response, use our free complaints procedure. Our final response will explain access to the Financial Ombudsman Service where you are eligible.
For fraud reporting in England, Wales or Northern Ireland, visit Report Fraud at reportfraud.police.uk. In Scotland, contact Police Scotland. In an emergency or immediate danger, call 999. Reporting a crime does not replace notifying your payment provider.
Tell us if you need help communicating, using the platform or understanding a request. We can discuss the support you need. These precautions help reduce risk; they do not guarantee that every scam can be prevented.