What Should I Do If I Suspect Fraud?

This article explains the steps you should take if you suspect fraudulent activity on your KAST account. Acting quickly is important to secure your funds and prevent further issues.

How Do I Recognize Fraudulent Activity?

You should look for unusual activity such as: 

• Transactions you don’t recognize.
• Notifications of login attempts from unknown devices or locations.
• Sudden changes to your account information you didn’t request.
• Messages or emails pretending to be from KAST asking for sensitive details.

What Should I Do If I Suspect Fraud?

If you believe you’ve been scammed after sending money through KAST or to a KAST account, please follow these steps:

1. Freeze your card immediately on your KAST app. This will prevent any pending transactions from being completed, ensuring funds are not withdrawn from your account. For step-by-step instructions, see How Do I Freeze or Unfreeze My KAST Card?

2. Contact KAST Concierge promptly after. If you’re a KAST customer, log into your account and reach out to our concierge team right away. There may still be an opportunity to intervene and stop the transfer before it completes.

2. File a police report. If you’ve fallen victim to fraud, a criminal offense has occurred, and reporting it to law enforcement is essential. We can provide relevant information to support your case.

3. Be aware of processing limitations. If the transfer has already been completed, we cannot guarantee fund recovery. However, we will explore all available options on your behalf, and any funds successfully retrieved will be promptly refunded to you.

Please note, KAST cannot mediate disputes between senders and recipients. Be certain you trust the individual or entity before initiating any transfer.

What Happens After I Report Fraud?

Once you’ve reported suspected fraud:

• Our Concierge team will review your case and may request additional documents for verification.
• Investigations can take up to 1–2 weeks depending on the issue.
• Recovery is not guaranteed, but we will guide you through all available options.
• Additional fees may apply for certain recovery processes, depending on the case.

How Can I Prevent Fraud In The Future?

To keep your KAST account and cards safe, here are some steps you should take:

	Open the KAST app. Go to your Profile.
	2. Open Account Security
	Turn on Biometric Login: Enable Face ID or fingerprint authentication in your device settings for an added layer of security when accessing the KAST app.
	Enable Two-Factor Authentication (2FA): Always use 2FA to secure your account. This ensures that even if someone gets your password, they cannot log in without your verification code.
	Set Transaction Limits: Set transaction limits on all transaction types to add an extra layer of security. When a transaction exceeds your limit, 2FA verification is required before it can be approved.

• Protect Your Cards:
  • Never share your card details, PIN, or CVV with anyone.
  • Avoid storing card information on unsecured websites.
  • If you notice suspicious activity, freeze your card in the app immediately and request a replacement.
• Stay Alert for Phishing: Do not click on suspicious links or respond to messages pretending to be from KAST. We will never ask you for your password or full card details.

By taking these steps, you can significantly reduce the risk of fraud and ensure your KAST account and funds remain protected.

Frequently Asked Questions

Will my funds be returned if fraud is confirmed?

KAST investigates reported fraud across multiple transaction types. If unauthorized activity is confirmed, the available recovery or dispute options will depend on the transaction type and the payment rail involved. Our team will review your case and guide you through the next steps.

How long does it take to resolve fraud cases?

What documents or information should I provide when reporting fraud?

Can I still use my account while a fraud case is being reviewed?

Yes, you can continue using your account, but in some cases, certain features (like withdrawals) may be temporarily limited to protect your funds.

Can KAST block a transaction before it is confirmed on the blockchain?

No. Once a transaction is submitted on the blockchain, it cannot be canceled or reversed. This is why immediate reporting and preventive security measures are crucial.

What if I clicked a suspicious link or shared my details by mistake?

Immediately change your password, enable 2FA if it’s not already active, and contact our Concierge team. Quick action reduces the risk of unauthorized access.

Can I request a new card if I suspect fraud on my current one?

Yes. If you believe your card details have been compromised, you can freeze or cancel your card directly in the KAST app to stop further transactions. After that, you’ll be able to request a replacement card, which will be issued and linked to your account for continued use.

Does KAST notify me about suspicious activity?

Yes. You will receive alerts for unusual login attempts, high-value transactions, or activity from unrecognized devices. Make sure notifications are enabled on your device.

What should I do if someone has access to my device?

If your phone or device is lost, stolen, or you believe someone else can access it, contact contact Concierge immediately. Our team can help secure your account and cards while you regain access.

If you still have access to another trusted device, change your KAST account password as soon as possible and freeze any active KAST cards to help prevent unauthorized transactions.

Can KAST investigate fraud involving third-party platforms?

Our investigations only cover activity on your KAST account. If fraud happened on another exchange, wallet, or service, you’ll need to report it to them directly, but we may provide supporting information if needed.