An impersonation scam is when someone pretends to be a trusted person or organisation — Xe, a bank, the police, a tax authority, a government department, a regulator, a delivery company, a supplier, an employer, a family member, or a well-known business. The aim is to make the request feel official and urgent, using real names, copied logos, spoofed phone numbers, fake email addresses, or information they've found about you online.
How it happens
You receive a call saying your account is at risk. The caller sounds professional and may already know some details about you. They tell you that you need to move money, share a one-time code, verify your account, install software, or follow a "special process" to protect yourself.
In another version, you receive a message that looks like it's from a real organisation. The link takes you to a fake website that asks for your personal, financial, or login information.
Common versions include a fake bank, fake police, fake government department, fake supplier, someone posing as Xe, or someone posing as a relative.
Warning signs
Be cautious if the contact: is unexpected, creates urgency, asks you to keep something secret, uses authority to pressure you, asks for a password or one-time code, asks you to move money to a "safe" account, or tells you to ignore your bank's or Xe's normal checks.
Xe will never ask you to move money to a safe account, share your password, share an authentication code, install remote access software, or pay a fee to unlock or protect your account.
How to protect yourself
- End the conversation and contact the organisation using details you found yourself, not ones the caller or message gave you.
- Don't rely on caller ID, email display names, links, or phone numbers provided in the message — these can all be faked.
- If someone claims to be from Xe, go to our official website or Help Centre yourself and contact us through an official channel.
If you think you've already acted
If you've shared information, clicked a link, downloaded software, or sent money, act to protect your account and device:
- Change your passwords.
- Secure your email account.
- Remove any software you didn't intend to install.
- Review your recent account activity.
- Contact us, if it involves your Xe account or an Xe payment.