Getting more help
Reporting suspicious activity or a security issue
Get help with unfamiliar account activity, phishing or suspected compromise.
THE SHORT ANSWER
Stop interacting with a suspicious request and report it through an official Ostro contact route. Never share codes or transfer money to prove ownership or unlock an account.
- Applies to
- Customers seeking account, payment or service assistance.
Updated
In this guide
If you suspect unauthorised account access or a payment you did not make, contact support@tryostro.com promptly. Security concerns about the product or website can also be sent to security@tryostro.com.
Take practical steps
Stop interacting with suspicious links or messages. Open the official application directly. If you can safely access your account, change a compromised password and secure your email account and devices.
Do not share a one-time code with someone offering to protect or recover your account. Do not move funds to a wallet an unsolicited caller describes as safe.
Tell us what you observed
Include the relevant date, account email, payment reference or non-sensitive error details. For a suspicious message, describe the sender and what it asked you to do.
Do not send passwords, reset links, authenticator secrets, seed phrases or private keys. Avoid attaching malware or sensitive identity records.
What support can do
Support can investigate the available records and explain the next steps, which may include account restrictions or identity-checked recovery. A reported issue does not guarantee recovery or reversal of an already completed transfer.
If you are reporting a technical vulnerability, provide a concise description and minimal non-sensitive evidence. Do not access other customers’ accounts or data to demonstrate the issue.
Something unclear? Suggest a correction or ask a question.
Tell us what’s happening. We’ll help you find the next step.
Contact Ostro support