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Stay safe from fraud

Tips on how to know it’s really Mettle contacting you and how to report any suspicious activity


How to know Mettle is contacting you

If we need to call you:
  • We’ll always send you a message via in-app chat to let you know that we’re going to be in touch

  • We’ll never call you out of the blue or if you’ve told us not to. Caller IDs can be faked to look like they’re coming from Mettle even when they’re not

When we call:
  • We’ll go through some security questions with you

  • We’ll never ask you to move any money or make any transactions from your account

  • If you’re worried it may not be us calling you or you haven’t received a message from us beforehand, hang up and call us back on the number on the back of your Mettle card

What info we’ll never ask for over the phone

Outside of an in-app chat, we’ll never ask you for:
  • Your PIN

  • Your 16-digit card number in full

  • Your 3-digit security code (on the back of your card)

  • Your password, email address or details of other bank accounts you hold

  • Any One Time Passwords (OTPs) or Strong Authentication codes

We also won’t send you a code via SMS to prove we’re calling. If you receive one of these, hang up and report it to us at or in-app.

We’ll never tell you that your money is in danger or ask you to move money to a ‘safe account’. We’ll also never ask you to give us your account details.

We currently do not offer loans or overdrafts, but even if we did, we’d never call you and tell you to take one out.

What to do if someone claims to be from Mettle

Unexpected calls claiming to be Mettle

If you’re not expecting a call from us, don’t give any information and hang up the phone. We’ll always message you in the app first to let you know we plan to call you.

Find out more on how to get in touch with us on our Contact us page.

Not sure if the call is from Mettle

Hang up and don’t call the number back. Fraudsters can make the number look like it’s from Mettle, even when it’s not. Call the number on the back of your Mettle card instead.

Expecting a call, but you’re still unsure it’s Mettle

If you’re expecting a call from Mettle but the person on the phone starts asking for sensitive information like your PIN or full card number or tells you that your money is in danger and must be moved, hang up the phone.

Making sure it’s the real Mettle website

Fraudsters can create fake websites that look just like the Mettle one. If you’ve opened a link from a suspicious email or SMS, check the URL is correct before you enter any login details. If it looks suspicious, close the tab and navigate to the website directly.

What to do if you suspect fraud or a phishing attempt

Unusual transactions

If you ever notice any unusual transactions on your account, contact us immediately. You can reach out to us through the in-app chat or by calling us on the number on the back of your card.

Fraudulent emails

If you think you’ve come across a fraudulent email scam, you can report it to the National Cyber Security Centre (NCSC) by forwarding it to

Suspicious texts

If you’ve received a suspicious text message, you can forward it to 7726.

Reporting fraud

If you’ve been hacked or lost money because of a phishing scam and it relates to your Mettle account, please get in touch with us straight away.

Letting the authorities know

You should also report all fraud and phishing scams to Action Fraud. In England, Wales and Northern Ireland you can report this via the Action Fraud website or by calling 0300 123 2040. If you’re in Scotland, you need to report it to Police Scotland by calling 101.

Fraud prevention questions

Do fraudsters sometimes pretend to be from a company you trust?

Yes. Fraudsters may pretend to be Action Fraud, a bank, or other organisations you trust. A legitimate organisation will never pressure you to transfer money to a different account to keep it safe.

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Some scammers might try to pressure you to send them money by threatening you with legal action. They can make caller IDs appear to be correct by spoofing them and also make emails look very realistic. Legitimate organisations will never ask you to send money with threats against you if you don’t. If this happens, hang up and report it.

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Do fraudsters ever pretend to be a government agency?

Frausters might claim to be from government agencies or the police and threaten you with legal action if you don’t pay them immediately. They could also try to trick you into sharing personal information by offering you a refund or reward. This might come through as a form you need to fill in by clicking a link.

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It’s always best to call the government department directly on the number posted on the website to check these messages are legitimate.

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How could I protect myself when shopping online and social media?

Scammers are getting very good at building fake websites that trick people into buying something online that never actually arrives. Always check to make sure that a site is legitimate and look at previous verified reviews if possible.

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Social media sites like Facebook Marketplace and Instagram, and e-commerce sites like Gumtree are also places to be careful when buying items. Be wary if the price seems too good to be true and it’s best to view an item in person before sending any payment if possible.

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How do scammers get information from you?

Scammers often send texts and emails that look legitimate, which include a link to a form where you are asked to fill in personal information. They can then use this info to fraudulently access your accounts. Don’t share sensitive information like passwords and account numbers unless you’ve checked if the message is real.

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Occasionally, legitimate businesses you hold accounts with can suffer a data breach, which means your personal information is leaked. If this happens you should be made aware of it by the business, as it’s one way scammers can gain information on you. If this happens, updating your passwords and recovery methods is an important step to take.

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