Fraud can happen when criminals trick customers into sharing information, giving access to an account or sending money to a fraudster. MAP ePay uses transaction monitoring and fraud prevention controls to help identify unusual or suspicious activity, but customers should also stay alert and take steps to protect their account.
If you believe you have made a payment because of a scam, or if you notice a payment you do not recognise, contact MAP ePay immediately at info@mapepay.uk or call +44 (0) 2038468807. The sooner you contact us, the sooner we can review the matter and consider whether any action can be taken.
When contacting us, please provide:
– Your full name and contact details;
– The date and time of the payment;
– The payment amount and currency;
– The beneficiary or recipient details;
– How you were contacted by the suspected fraudster; and
– Any screenshots, emails, messages or other evidence.
Impersonation scams: a fraudster pretends to be MAP ePay, a bank, the police, HMRC, a supplier or another trusted organisation.
Invoice redirection scams: a fraudster sends fake bank details or changes payment details on what appears to be a genuine invoice.
Safe account scams: a fraudster tells you that your money is at risk and asks you to move funds to a “safe” account. MAP ePay will never ask you to move money to a safe account.
Investment scams: a fraudster offers unrealistic or guaranteed returns and pressures you to send money quickly.
Urgency and pressure scams: a fraudster tells you to act immediately, keep the payment secret or ignore warnings.
Take a moment to check the recipient and the reason for the payment. Be especially careful with first-time payments, changes to beneficiary details, urgent requests, unusual payment instructions and payments requested by phone, text, email or social media.
MAP ePay may delay or review certain payments where we have reasonable grounds to suspect fraud. This is to help protect customers and reduce the risk of fraudulent payments being processed.
MAP ePay may contact you if we need to verify unusual or high-risk activity. We will never ask you to disclose your full password, share one-time passcodes with us, move funds to a “safe” account or ignore fraud warnings.
If you report a suspected unauthorised payment or authorised push payment scam, MAP ePay will review the circumstances and may ask for additional information. Providing more information does not automatically mean your claim will be rejected. We will assess the available evidence fairly and in line with applicable requirements.
Authorised Push Payment fraud, also known as APP fraud, happens when a customer is tricked into authorising a payment to a fraudster. Unlike an unauthorised transaction, where a payment is made without the customer’s consent, APP fraud usually involves the customer being persuaded to make the payment themselves because they believe the request is genuine.
APP fraud can affect individuals and businesses. Fraudsters often create a sense of urgency, pressure or fear to stop customers from taking time to check the request properly. They may pretend to be a bank, payment provider, supplier, customer, government body, law firm, investment company, family member or another trusted person.
MAP ePay uses fraud prevention and transaction monitoring controls to help identify suspicious payments and protect customers from financial crime. Where a payment appears unusual, high risk or inconsistent with normal account activity, MAP ePay may carry out additional checks before processing the payment.
These checks may include asking for further information, reviewing the transaction, contacting the customer to confirm the payment instruction, or delaying a payment where there are reasonable grounds to suspect fraud or dishonesty. These checks are designed to protect customers and reduce the risk of funds being sent to fraudsters.
Before making a payment, especially to a new payee or changed bank details, you should:
If you are a business customer, you should also have internal approval controls for payments, especially where supplier bank details change or a payment request is urgent. A second-person check can help prevent invoice fraud and business email compromise.
If you think you have made a payment to a fraudster, contact MAP ePay immediately at info@mapepay.uk.
When contacting us, please provide as much information as possible, including:
The sooner you contact us, the more quickly we can review the position and take appropriate steps. We may attempt to stop or trace the payment, contact relevant payment service providers, suspend or restrict account activity where appropriate, and investigate whether the payment falls within applicable reimbursement rules.
Where a customer reports APP fraud, MAP ePay will assess the claim fairly and in line with applicable legal and regulatory requirements. Eligibility for reimbursement will depend on the circumstances of the case, the type of customer, the type of payment, the payment route used, the timing of the claim and whether any exclusions or limits apply.
Where a claim is eligible, reimbursement is generally made within 5 business days. In some cases, MAP ePay may need additional information to assess the claim properly. Where this is necessary, the assessment period may be paused while further information is obtained, but the claim outcome will be provided within the maximum timeframe required by applicable rules.
Some APP fraud reimbursement protections only apply to certain payment types and customer categories. They may not apply to all payments, including some international payments, card payments, civil disputes, payments made for unlawful purposes, or payments outside the relevant claim period.
Customers should report suspected APP fraud as soon as possible and no later than 13 months after the relevant payment. Customers may also be asked to report the matter to the police or Action Fraud, or to consent to MAP ePay doing so where appropriate.
MAP ePay recognises that fraudsters may target customers who are experiencing vulnerable circumstances, including customers affected by illness, bereavement, financial difficulty, language barriers, disability, limited digital confidence or other personal circumstances.
If you need additional support, please tell us when you contact us. MAP ePay will take your circumstances into account when reviewing fraud concerns and will provide support in a way that is clear, fair and accessible.
MAP e-Pay – Copyright © 2024-2026. All rights reserved.
MAP e-Pay Solutions Limited is a company registered in England and Wales with Company Number 13627304 and registered office at 1 Kings Avenue, London, United Kingdom, N21 3NA. MAP e-Pay Solutions Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money. FCA Firm Reference Number: 1032863.
Support: info@mapepay.uk
Telephone: +44 (0) 2038468807
Registered office: 1 Kings Avenue, London, United Kingdom, N21 3NA.
Head office: 1.12 Executive Office, 34 Lime Street, London, EC3M 7AT.
Apple, the Apple logo, iPhone, iPad, and iPod touch are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc., registered in the U.S. and other countries. MAP e-Pay application is not affiliated with, endorsed by, or sponsored by Apple Inc.
MAP e-Pay Solutions Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money. FCA Firm Reference Number: 1032863. MAP e-Pay accounts are electronic money accounts and are not bank accounts. Electronic money and payment services are not covered by the Financial Services Compensation Scheme. |
