Customer Support

• Complaints process Complaints process
• Fraud Awareness and Prevention
  • Authorized Push Payment (APP) Fraud
    APP fraud occurs when fraudsters manipulate you into transferring money to them by pretending to be someone you trust. They often claim to be from your bank, a utility company, or even a family member in need. Fraudsters create a sense of urgency to pressure you into acting quickly.

    How to Recognize APP Fraud

    1. Unexpected Payment Requests: You’re asked to transfer money immediately, often under the guise of preventing fraud or resolving an issue.
    2. Urgent Tone: The fraudster will make it seem like something terrible will happen if you don’t act immediately, making you feel like you don’t have time to think.
    3. Trust-based Manipulation: They will impersonate someone in authority (a bank employee) or someone close to you (family) to gain your trust quickly.

    What to Do

    1. Stay Calm: Take a moment to breathe and think. Fraudsters rely on panic.
    2. Verify Independently: Contact the person or organization directly using a phone number you know is legitimate—not one provided in the message.
    3. Don’t Rush: Legitimate organizations will never pressure you into making a decision on the spot.
  • How HenriPay Protects You
    HenriPay uses real-time fraud detection and monitoring systems to safeguard your transactions. Our platform alerts you to suspicious activity and takes immediate action to block fraudulent transactions when detected. However, staying informed and vigilant is the best way to protect yourself. If you suspect fraudulent activity, contact our fraud prevention team immediately.
  • Phishing
    Phishing is one of the most common forms of fraud. Fraudsters send emails that look like they’re from legitimate companies (e.g., your bank, online stores, or service providers) to trick you into giving them sensitive information like passwords or account numbers.

    How to Recognize Phishing

    1. Impersonal Greetings: Fraudsters often use generic greetings like “Dear Customer” instead of addressing you by name.
    2. Suspicious Links: Hover over any links in the email to see the actual URL. If it doesn’t match the official website, don’t click it.
    3. Grammar and Spelling Errors: Many phishing emails contain poor grammar or spelling mistakes, which is a red flag.
    4. Unsolicited Attachments: Be very cautious with email attachments. Legitimate companies rarely send attachments without prior notification.

    What to Do

    1. Don’t Click on Links: If you’re unsure about an email, do not click on any links or download attachments.
    2. Verify with the Sender: If the email claims to be from your bank, contact them through their official website or phone number to verify.
    3. Use Official Channels: Always log in to your account by typing the URL directly into your browser, rather than clicking on links in unsolicited emails.
  • Smishing (SMS Phishing)
    Smishing involves receiving fraudulent text messages that try to trick you into providing personal information or clicking a malicious link.

    How to Recognize Smishing

    1. Unfamiliar Senders: You receive a message from a number or organization you don’t recognize.
    2. Urgent Claims: The message might claim there’s a problem with your account or a package delivery to create urgency.
    3. Links to Fake Websites: Fraudsters will include a link to a website that looks legitimate but is designed to steal your information.

    What to Do

    1. Avoid Clicking Links: Don’t click on any links in the message. Even if it appears to be from a known organization, it’s better to verify through official channels.
    2. Contact the Company: If the message claims to be from a bank or service provider, contact them directly using their official website or customer support line to confirm the message.
    3. Report the Number: Most phones have a feature that allows you to block and report fraudulent numbers.
  • Social Engineering
    Social engineering is a broader category of fraud where criminals manipulate human emotions to gain confidential information. They may pose as someone trustworthy, such as a friend, colleague, or official, and play on emotions like fear, sympathy, or trust.

    How to Recognize Social Engineering

    1. Unusual Requests: You’re asked to provide information or perform actions that seem out of the ordinary.
    2. Emotional Manipulation: The fraudster might use stories that play on your emotions, such as claiming they’re in a tough situation and need help.
    3. Posing as Authority Figures: They might impersonate your employer, a government official, or law enforcement to intimidate you into complying.

    What to Do

    1. Stay Skeptical: If someone you don’t know or weren’t expecting contacts you with an unusual request, question the validity of the request.
    2. Verify Their Identity: Contact the person or organization through trusted methods before giving any information.
    3. Keep Personal Information Private: Avoid sharing personal details in public spaces (including social media) that could be used to build trust or impersonate you.
  • Vishing (Voice Phishing)
    Vishing is where fraudsters call you pretending to be from a legitimate organization, like your bank, to trick you into giving up personal information. They may claim there’s been fraudulent activity on your account and they need your details to "fix" it.

    How to Recognize Vishing

    1. Unsolicited Calls: You receive a call from someone claiming to be from a reputable organization, but you didn’t initiate the contact.
    2. Pressure Tactics: The caller might insist that immediate action is necessary and pressure you to provide sensitive information over the phone.
    3. Caller ID Spoofing: Fraudsters can manipulate caller IDs to make it appear as though the call is coming from a legitimate source, like your bank.

    What to Do

    1. Hang Up and Verify: Never give out personal information over the phone if you did not initiate the call. Hang up and contact the company using a verified phone number.
    2. Question the Caller: Ask detailed questions about the caller’s identity and the reason for the call. Fraudsters often struggle when you ask for specifics.
    3. Don’t Be Intimidated: Legitimate organizations will never threaten or rush you into providing information.
• Open banking
  • Can I stop sharing my data?
    Absolutely. You are in control of what data is shared. You can stop sharing your information with third-party providers at any time through the HenriPay app.
  • How to Get Started with Open Banking at HenriPay
    It’s simple to start benefiting from Open Banking with HenriPay:

    1. Select a Service: Choose a trusted third-party app or provider that offers the financial services you need, such as budgeting tools, savings apps, or payment solutions.
    2. Grant Permission: Log in through the HenriPay app to give the third-party provider permission to access your financial data or initiate payments.
    3. Monitor Your Data: Once you’ve shared your data, you can keep track of what’s being shared and manage or revoke permissions whenever you like through the HenriPay app.
  • Is Open Banking safe?
    Yes. Open Banking follows strict security standards and regulations. Only authorized third-party providers can access your data, and they must adhere to industry-standard security measures to keep your information safe.
  • Security and Control in Open Banking
    At HenriPay, your security is our highest priority. Open Banking is built on strict regulatory standards and provides you with complete control over your data.

    1. Explicit Consent: Your financial data will only be shared with third parties when you give explicit permission. You are always in control of what information is shared and with whom.
    2. Bank-Grade Security: HenriPay uses the highest level of encryption and security measures to ensure that your data is transmitted securely and remains protected.
    3. PSD2 Compliance: Open Banking is governed by the Payment Services Directive 2 (PSD2), a European regulation that ensures all third-party providers are authorized and regulated. This ensures that only trusted and secure providers can access your data.
    4. Easily Manage Permissions: Through the HenriPay app, you can review, manage, and revoke permissions at any time. If you decide to stop sharing your data with a third-party provider, you can do so instantly.
  • What is Open Banking
    Open Banking allows you to securely share your financial data, such as account balances, transaction history, and payment information, with authorized third-party providers (TPPs). These providers can offer you new and personalized financial services that are tailored to your specific needs, from budgeting tools to savings recommendations. How Does It Work?:

    1. You provide explicit consent for HenriPay to share your data with a third-party provider.
    2. The data is shared through highly secure, regulated APIs, ensuring that your information is protected at all times.
    3. Open Banking also allows you to authorize payments directly from your bank account through these providers, making transactions quicker and more secure.
  • What types of data can be shared?
    You can share various types of data, including your account balance, transaction history, direct debit information, and payment data. The exact data shared depends on the services you choose to use.
  • Why Should You Use Open Banking
    Open Banking offers a range of benefits designed to improve your financial life:

    1. Comprehensive Financial Management: Get a clear, consolidated view of all your bank accounts in one place, even if they’re with different financial institutions. This helps you track spending, monitor cash flow, and plan budgets effectively.
    2. Personalized Financial Services: By sharing your data with authorized TPPs, you can receive tailored advice on savings, investments, and loans. These services analyze your financial data to provide recommendations specifically suited to your lifestyle and goals.
    3. Enhanced Budgeting Tools: Open Banking can connect to budgeting apps that monitor your spending habits, helping you identify areas where you can save more efficiently.
    4. Seamless Payments: Open Banking allows you to make payments directly from your bank account through trusted third-party apps, eliminating the need for entering card details. This makes the payment process faster, simpler, and more secure.
    5. Better Financial Deals: Many financial services, such as loans, mortgages, and credit cards, can offer better deals when they have a full picture of your financial situation. Open Banking lets you compare products and find the most competitive rates based on your actual financial data.
• Privacy policy Privacy policy
• Strong customer authentication
  • How Does SCA Work at HenriPay
    At HenriPay, we use multiple methods to verify your identity and secure your account:

    1. SMS Codes: When logging in or making a payment, you will receive a one-time code via SMS to confirm your identity.
    2. App Passcodes: To access the HenriPay app, you must enter a passcode.
    3. Face Verification: When opening an account, you’ll complete a face verification process to ensure only you can access your account.
  • How to Keep Your Account Secure
    To ensure your account remains secure:

    1. Secure Your Phone: Since SMS codes and app passcodes are sent to your phone, make sure your device is protected with a PIN or biometric lock.
    2. Use a Strong Password: Create a unique, complex password for your HenriPay account.
    3. Beware of Phishing: HenriPay will never ask for your passcodes, SMS codes, or passwords via email or phone.
  • What is Strong Customer Authentication (SCA)
    Strong Customer Authentication (SCA) is a security measure that ensures only you can access your account or authorize payments. It requires at least two forms of verification to confirm your identity, adding an extra layer of security for online transactions and account access.  
  • When Will SCA Be Required
    SCA is required during the following actions:

    1. Logging into your HenriPay account via the app or online.
    2. Authorizing payments, especially high-value transactions.
    3. Making changes to sensitive account details, such as adding a new beneficiary.
  • Why is SCA Important
    SCA is required under the European Payment Services Directive 2 (PSD2) to protect your account and ensure that only you can authorize sensitive actions, such as making payments or changing account details. It adds multiple layers of protection to reduce the risk of fraud and unauthorized access.