We understand that this can be a stressful and challenging time, and we're here to help you.
If you think that your account has been compromised or that you have been a victim of a scam:
Please contact customer support immediately via in-app chat or by sending an email to support@shoalapp.co.uk
Please also follow this link to reset your PIN
Update the password to the email address linked to your Shoal account
Remember, never share your Shoal PIN or verification codes with anyone. Make sure that only you have access to your nominated mobile phone number and email address.
Please note, Shoal will never:
Call you without an appointment
Ask you for your PIN or login details
Ask you to move your funds from one account to another
Ask you to share your verification codes (except for when we're updating your email address or mobile number)
If you receive any calls of this nature, please hang up immediately and contact us.
Common types of fraud and scams:
A representative from your "bank" calls to say your account has been compromised and that you should transfer your funds to another account
A representative from your "bank" calls to say they are trying to catch a fraudster and will need you to temporarily move your funds to another account
A representative from the "tax office" calls to say they have an arrest warrant against you for an unpaid tax bill
An SMS or email from a "delivery service" explaining you have a package which hasn't been paid for
Unsolicited emails from strange email addresses explaining you have won something unexpected
Someone requesting a deposit for an apartment viewing because they are out of the country
✨ Tip: Make sure to send us a detailed description of the suspicious account activity. Include screenshots or screen recordings if possible.