Spoofed Phone Numbers
You receive a call from a number that looks legitimate, such as your bank's, but in reality, the scammer is calling from a different number. This is called spoofing. Scammers may also call from foreign numbers and play a recorded message asking you to confirm an action. Another method is sending phishing texts that urge you to call a specific number about alleged fraud on your Coinmerce account.
Impersonating Employees
Fraudsters often conduct thorough research and pose as real employees from your bank or from Coinmerce. If you search the name they provide online, it may even appear legitimate. Scammers exploit this and might even ask you to verify their identity on LinkedIn.
Creating a Sense of Urgency
Scammers claim there’s an immediate threat to your account or funds—such as “unauthorized login attempts” or “suspicious transactions”—and try to pressure you into acting quickly. They may say your Coinmerce account will be blocked or your funds frozen unless you share sensitive information, install remote access software, or transfer your crypto to a so-called “secure wallet.”
What to Do if You Encounter This Type of Fraud
Hang up immediately. Do not continue the conversation or share any information.
Never share passwords, 2FA codes, or security codes. A legitimate Coinmerce employee will never ask for these.
Do not install software or grant remote access to your device.
Verify independently. If in doubt, open a new browser window, go to coinmerce.io, and use the live chat or email [email protected] to confirm if there’s really an issue.
Report the incident to Coinmerce. Forward suspicious texts or emails to [email protected] and include screenshots if possible. This helps our team track these scammers and report them to authorities.
Notify your bank. If you’ve shared banking information, immediately contact your bank’s official customer service to block your account or monitor for unauthorized transactions.
Stay Safe: Best Practices
Always verify the caller’s identity. If someone claims to be from Coinmerce, end the call and reach out via the verified customer support channel: support.coinmerce.io.
Be cautious with unsolicited messages. Legitimate Coinmerce security alerts usually come via email from an “@coinmerce.io” address—not via random SMS or calls.
Enable Two-Factor Authentication (2FA). Preferably use an authenticator app such as Authy or Google Authenticator.
Keep your software updated. Ensure your operating system and security software are up-to-date to protect against vulnerabilities that could allow unauthorized access.
Use strong, unique passwords. Don’t reuse your Coinmerce password elsewhere. Consider using a password manager like 1Password to securely manage complex logins.
Regularly check your bank statements. Detecting suspicious transactions early can help minimize potential damage.
Need More Help?
If you suspect you’ve been a victim of helpdesk fraud or have any security-related questions, contact Coinmerce Support immediately:
Email: [email protected]
Live Chat: Available daily via support.coinmerce.io (09:00–22:00 on weekdays, 09:00–17:00 on weekends)
Phone: +31 97 01 028 6028 (Weekdays, 09:00–17:00)