Wallets and security

Report a Security Incident

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Direct answer

If an account, email, device or wallet may be compromised, secure the affected systems immediately and contact Flow Crypto from a trusted device.

Share the incident timeline and relevant order or transaction identifiers, but never share passwords, seed phrases, private keys or authentication codes.

Immediate actions, permalink

  1. 1Stop any in-progress payment or transfer if your bank or wallet still allows it.
  2. 2Change the email and Flow Crypto passwords from a trusted device and review active sessions.
  3. 3Secure the wallet according to its provider's incident process; move remaining assets only if you can do so safely.
  4. 4Contact your bank when NZD or online-banking access is involved.
  5. 5Open a Flow Crypto support request with the time, affected account and relevant identifiers.

What to report, permalink

  • The email address on the Flow Crypto account.
  • Affected order IDs, bank transaction references or public blockchain transaction hashes.
  • What you observed and when, including unexpected sign-ins or changed instructions.
  • Steps already taken with your bank, email provider or wallet provider.

Preserve evidence safely, permalink

Keep original messages, transaction records and screenshots. Redact unrelated balances and personal information before sending unless support specifically needs it through the authenticated ticket channel.

Do not contact a person shown in a suspicious message using the phone number or link in that same message. Use a known official channel instead.