If I experience an unauthorized transaction on my card, what should I do?
Please email us directly: fraud@paidtoday.io and we will guide you on next steps.
Tips Today has recently made changes to ensure TMs are affected as little as possible during fraud investigations. These can take 60-120 days but Tips Today is funding refunds ahead of the investigation.
If a TM is not getting expected support from Tips Today after emailing they should:
From your own email TM email address, forward your previous email request made to Tips Today support to support@shifthacker.ca. With this information we can loop in XTM management to follow-up.
Escalation MUST come from the TM email. We must verify your identity to escalate properly. You are reminded to NEVER include a debit card number in ANY email. Only the Proxy number from the back of the debit card.
Can I get replacement card if I experienced fraud?
You can get a replacement card at no cost to you from your restaurant manager if it is being replaced due to Fraud.
In app security feature: card lock
If you suspect unauthorized transactions, you should immediately lock your card in the app by going to the card tab. Locking your card will disable all transactions within your account ( You can unlock your card whenever you like) to protect your account.
Why did Tips Today build card lock?
In a perfect world, members wouldn't need this feature. However, in our ever-increasing digital age, cyber security challenges, such as fraud, are on the rise. Card lock is a preventative measure to help keep their money safe, should any suspicious activity arise.
Best practices for Team Members when they suspect fraud:
The following are best practice steps for members who have noticed unauthorized transactions:
- Immediately suspend cards
- Retrieve a replacement card from your Manager, and activate the card in order to ensure a smooth transition of funds.
- Email fraud@xtminc.com - they will assist the cardholder in filing their dispute forms.
- Once XTM receives the completed dispute forms they will process their refund within 48 hours.
What is XTM/Tips Today doing to prevent fraud?
XTM Inc. is aware of an increase in fraudulent transactions among a small percentage of our member’s wallets. This is unfortunately not an unusual event with 78% of Canadian companies reporting fraud attacks in 2021 with that number growing in subsequent years. XTM is well-equipped to manage any fraudulent activity escalated to our members.
The financial industry has seen a huge uptick in fraud activity recently and it’s random, not client-specific or targeted. The fraud activity our cardholders are experiencing is not a security breach with our company or with our processor. Although we can’t verify the methods used by the fraudulent merchant, we believe fraudsters are using Artificial Intelligence and/or algorithms when attempting various card numbers, and CVVs, which explains the volume of fraud taking place
- We are blocking any merchants in real-time, when we see fraudulent activity occurring
- Incorrect CVV and card expiry attempts will automatically send the card into a preventative suspension status
- Implemented blocks on foreign transactions, giving cardholders the opportunity to confirm whether or not they are using their card overseas
- Customer Support Team is on call 24/7 and closely monitors any suspicious merchants, blocking them immediately upon discovery
- Our financial security partner will continue to execute preventative fraud protocols, which involves engaging with cardholders at random to confirm with the cardholder via text message whether recent transactions were valid
- We are working closely with our financial partners to mitigate fraud
- We have new fraud protocols and fraud features coming very soon to catch fraudulent transactions and handle them before funds are removed cards
- In addition to this, we are working on a new way for users to dispute transactions themselves and have funds returned to their cards quickly without having to interface with customer service
- Rest assured, we do not share your data with anyone, your privacy is protected
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