If you believe your account (or your kid's) has been hacked, or either of you have been the victim of fraud, then the first thing you should do is freeze the card. This is simple to do (and simple to ‘undo’ so don’t worry about it being irreversible).


Bear in mind that businesses sometimes trade under different names, so the one on your statement might not match the shop or service where you used your HyperJar card. It's worth Googling the name on your activity list to see if it's connected to the place you shopped.

'But it’s better to be safe than sorry,
so please, freeze your card first.'

After you’ve frozen your card, contact our Customer Support team. You can get in touch by by starting a Live Chat in our app or on our website.

Via the app: Profile < Customer Support & FAQ < Live Chat
Via the web: Click the chat button in the bottom right corner

Our team are available 8AM-10PM Monday-Friday, and 9AM-6PM on weekends and public holidays.


One of our team will talk you through the next steps, including:
• contacting the retailer/merchant to start the process
• reporting the incident on the Action Fraud website
• completing a Disputed Transaction form.


Kids and online fraud


Your kids may seem savvy, but they are just as vulnerable to online fraud as adults. The fraudsters know this and are now actively targeting children.

Simply using the internet means possible exposure to online scams, something your child might not have any concept of.

So, if you’re allowing them to go online, it’s crucial that you discuss online scams. Scams come in a variety of guises, including some that specifically target children.

Stay up to date

Keep aware of the latest internet scams by reading up on them. See some useful links below.

Teach kids the common warning signs


Once you are up to date, it’s time to let your kids know what to look out for:
• Spelling and grammatical errors – theses are common in scams
• Offers from overseas – anything from someone not in the UK
• Emotional manipulation – any communication that plays on your feelings
• Talent searches – offers from film producers and modelling agencies
• Scholarships – offers of academic scholarships
• ‘Free’ – nothing is ever totally free.

Keep chatting

Make time to regularly discuss internet safety with your child. Don’t think of it as a one-off conversation – an ongoing chat is better.

You and your child can now both use the app so it's a good time to share, not just how you budget using Jars, but also how your protect yourself from online fraud.

One of the best ways to chat to your child about scams and internet safety is to share with them the kind of thinking you use to spot scams and possibly examples of dodgy emails you’ve received.

Excellent places for further information include:
• The government’s Money Helper website.
• Citizen's Advice - get help with online scams.





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