PalmPay has urged customers to seek assistance only through its official customer support channels, warning that fraudsters are impersonating customer service representatives to obtain sensitive information and defraud users.

The advisory, issued after the recent Customer Service Week, highlights precautions customers should take when seeking help with transactions, account access and other service-related issues.

Impersonation scams often involve fraudsters contacting customers through phone calls and messaging platforms while posing as representatives of financial institutions. They may offer fake rewards, promise refunds or claim they need account details to resolve complaints.

PalmPay advised customers never to disclose their one-time passwords (OTPs), personal identification numbers (PINs), passwords or verification codes to anyone. It also urged them to avoid clicking suspicious links or authorising transactions in response to unverified requests.

Merchants were advised to confirm payments through their official transaction records before releasing goods or providing services, rather than relying solely on screenshots or messages presented as proof of payment.

Customers who suspect fraud, notice unfamiliar transactions or require account assistance were encouraged to contact PalmPay through its official support channels. The company also urged users to verify the authenticity of social media accounts and other communications before responding to requests for personal or financial information.

PalmPay further advised customers to familiarise themselves with the security features available in the app’s Security Centre, keep their account credentials confidential and report suspicious activity promptly.

It stressed the importance of independently verifying any request for sensitive information or action on an account before proceeding.

The advisory forms part of the company’s ongoing PalmPay Dey For You campaign, which promotes customer education on fraud prevention and safer digital financial transactions.