Xe may contact you about your account, a transfer, an ID check, or something you've asked us about. Fraudsters know this, and they impersonate banks and payment providers to try to look like us. Knowing how we actually get in touch — and where to check if something looks right — is the best protection you have.
Why we might contact you
We may get in touch about:
- Confirming or verifying your account
- A transfer you've started
- Information we need to process a transfer
- Changes to our products or services
- A security matter on your account
- A question or request you've sent us
Every message from us relates directly to your account or something you've asked us about.
How we contact you
We may reach you by email, phone, the Xe app, or a notification inside your account. Where a request is sensitive — anything involving your password, a payment, or your personal details — we'll ask you to complete it inside the Xe app or on xe.com, not by replying to an email or text.
How to check a message is really from us
The safest way to reach Xe is to start from a channel you chose yourself, not one a message gives you:
- Type xe.com directly into your browser
- Use a bookmark you saved yourself
- Open the Xe app directly, not through a link
- Contact us through our Help Centre
If you're not sure whether something is genuine, don't click through from the message itself — go to Xe independently and check there instead.
When to be cautious
Be cautious of any message that:
- You weren't expecting
- Pushes you to act immediately
- Asks for money unexpectedly
- Asks for your password, security code, or other personal details
- Asks you to install software
- Asks you to move your money somewhere else
A genuine message from Xe will never ask you to skip these checks.
It's always okay to pause
If you're unsure whether a message is genuine, stop and verify before you do anything else. We'll never rush you, and a real Xe representative will understand you wanting to check first.
Pause. Verify. Then act.