TRUST & SAFETY

Report Fraud

This page explains how to report fraud, suspicious activity, or a security concern on your Kivvo account. If something doesn't look right, please tell us immediately — the faster we know, the faster we can act.

The short version

If you suspect fraud on your Kivvo account, act immediately. Change your password and submit a support ticket.

Submit fraud reports via a support ticket on the Support page, choosing the category closest to your situation.

If you've lost money or believe you're a victim of crime, contact the NZ Police and your bank directly.

We aim to acknowledge fraud reports within 1 business day and to take protective action immediately where warranted.

We work with our payment provider (Stripe) and, where relevant, with law enforcement to respond to fraud.

Report security vulnerabilities separately — see our Vulnerability Disclosure page.

Our commitment

Fraud is serious. If you report suspected fraud on your Kivvo account, we'll take it seriously, act quickly, and work with you to protect your account and your money.

We're a small New Zealand company — currently two people — which means we can move fast. It also means we rely on our payment provider (Stripe) for a lot of the technical anti-fraud controls. We'll work within those frameworks to help you.

Signs of fraud or suspicious activity

If any of these things happen, treat it as a warning sign and act:

You see contributions you didn't make on your account

You receive notifications about payments or logins you didn't initiate

You can't log in and your password has changed without your knowledge

You notice a payment method on your account that you didn't add

You get unexpected emails or messages claiming to be from Kivvo

Your card issuer contacts you about transactions you don't recognise

You're asked for your Kivvo password, one-time codes, or card details by someone claiming to be from Kivvo

Your email address or phone number has changed on your account without your consent

You receive a suspicious link claiming to be from Kivvo

Your account recovery options have been changed without your knowledge

If something feels off, report it. You won't be wrong for raising it.

What to do if you suspect fraud

Step 1: Secure your account

If you still have access to your account:

Change your password immediately — use a strong, unique password

Review your account activity — check contribution history, payment methods, and notification settings

Update any recovery information — make sure your email address is one only you control

Check your Kivvo+ subscription status — confirm it's still the plan you set up

Review your linked payment methods — remove anything you don't recognise

If you can't access your account, don't panic — submit a support ticket and we'll work with you to recover access.

Step 2: Contact your bank and card issuer

If you believe your card or bank details have been compromised — even outside Kivvo — contact your bank or card issuer directly. They can:

Block your card

Reverse unauthorised transactions

Issue a replacement card

Start their own fraud investigation

We can't do these things for you. Your bank and card issuer have powers we don't.

Step 3: Report to Kivvo

Submit a support ticket via the Support page. Choose the category closest to your situation (for example, "Bug report" or "Account issue"), and include:

A clear description of what happened

When you first noticed it

What transactions, logins, or activity you don't recognise

Any emails, messages, or calls you've received that relate to the issue

What you've already done (changed password, contacted bank, etc.)

How we can reach you

If your report contains sensitive details (such as evidence of identity theft), please submit the initial ticket first and then include the sensitive information when we reply.

Step 4: Report to the NZ Police if you've lost money

If you believe you've been the victim of a crime — including a fraud that has resulted in financial loss — report it to the NZ Police. You can:

Call 105 (the NZ Police non-emergency number)

Report online at 105.police.govt.nz

In an emergency, call 111

We'll support any police investigation where we can, within legal limits.

What we'll do

When you report suspected fraud to us, we'll:

Acknowledge your report — typically within 1 business day

Take protective action — where appropriate and where we can, we'll:

Lock or suspend your account to prevent further activity

Block suspicious payment methods

Reset credentials

Investigate — working with our payment provider (Stripe) where the fraud involves payments

Coordinate with your bank — where necessary and where you've asked us to

Coordinate with law enforcement — where required by law, or where you've asked us to and where we're able to

Report back to you — telling you what we found and what we've done

We can't always recover funds — that depends on your bank, your card issuer, and the payment provider's processes. But we'll support you through the process.

What we can't do

To set expectations:

We can't reverse card transactions. That's your bank or card issuer's role.

We can't access your bank account. We don't have visibility into your bank account or transaction feed.

We can't force a payment provider to refund. We can raise the matter with them, but they make the final call.

We can't guarantee recovery of funds. Fraud recovery depends on many factors, including timing and how the fraud occurred.

We can't disclose details of other users' accounts. Even if another account is involved, we're bound by privacy obligations.

We'll be honest with you about what we can and can't do.

Common fraud patterns affecting fintech users

It's useful to know what fraud tends to look like. Here are some common patterns:

Phishing

Someone contacts you pretending to be Kivvo (or another trusted company) and asks you to:

Click a link and enter your login details

Verify your password

Provide a one-time code sent to your phone

Provide card or bank details

Kivvo will never ask you for your password, one-time codes, or full card details via email, message, or phone. If someone does, it's not us.

Account takeover

Someone gains access to your Kivvo account — usually through a leaked or reused password, or by phishing.

Prevention: Use a unique password for Kivvo that you don't use anywhere else. Turn on two-factor authentication if it's available (we're working on this).

Card fraud

Someone uses your card details to make unauthorised contributions to their own goals, or to make purchases elsewhere.

Prevention: Keep your card details private. Only enter them on sites you trust. Review your statements regularly.

Social engineering

Someone impersonates Kivvo support or a person you trust and asks you to do something (like send money, or share information).

Prevention: Verify before you trust. Kivvo will only contact you through in-app notifications or via replies to your support tickets. We won't cold-call you.

Fake apps or websites

Someone creates a fake Kivvo app or website to capture your details.

Prevention: Only access Kivvo through the official URL, kivvo.co.nz. We don't have a mobile app store listing yet — if you see one claiming to be Kivvo, please report it.

Payment requests

Someone asks you to send money to them or to a third party through Kivvo.

Prevention: Kivvo isn't a money transfer service. If someone asks you to use Kivvo to send money to them, treat it as suspicious.

Protecting yourself going forward

Good habits to reduce fraud risk:

Use a unique, strong password for Kivvo

Don't reuse passwords across services

Enable two-factor authentication when it's available

Review your Kivvo activity regularly — especially contribution history and payment methods

Review your bank statements regularly

Be suspicious of unexpected contact claiming to be from Kivvo or another trusted company

Never share your password, one-time codes, or full card details with anyone

Check the URL before entering login details — it should be kivvo.co.nz

Keep your device and browser up to date

Don't install apps or browser extensions from unofficial sources

Report suspicious activity — to us, your bank, and the police where appropriate

If you received a suspicious message claiming to be Kivvo

If you received an email, text, or message claiming to be from Kivvo that looks suspicious:

Don't click any links.

Don't reply.

Don't provide any information.

Forward the message to us by submitting a support ticket with the details.

Report it to CERT NZ — cert.govt.nz — the New Zealand Government's cyber security agency.

Report it to Netsafe — netsafe.org.nz — for online harm.

If you clicked a link and entered your details, change your Kivvo password immediately and contact us.

If you're not sure whether something is fraud

If you're unsure, report it. We'd rather investigate something that turns out to be nothing than miss something that matters.

Submit a support ticket and describe what you've seen. We'll help you work out whether it's a concern.

Related policies and pages

For more information, see:

Vulnerability Disclosure — how to report a security vulnerability in Kivvo (separate from fraud)

Complaints Policy — how to raise a concern about how we've handled something

Security — Kivvo's security practices

Trust & Safety — Kivvo's approach to trust and safety

To report fraud, submit a support ticket via the Support page.

To report a security vulnerability, use our Vulnerability Disclosure page.

For urgent situations, contact the NZ Police on 105 (non-emergency) or 111 (emergency).

This page was last reviewed in October 2026.