Venmo account hacked: what to do now

Report it to Venmo, not just your bank

1. 1In the Venmo app go to Me > Settings > Get Help > Chat With Us and ask for an agent. Other options are under Connect with Support on Venmo's Contact Us page.
2. 2If you can't use the app, call 855-812-4430, the number Venmo's user agreement gives for lost or stolen login details and unauthorized transactions.
3. 3Have ready the date and amount of each transaction and the username of the person it was sent to (for example @johnsmith).

Venmo's user agreement is explicit: filing a chargeback or reversal with your bank about a Venmo payment does not count as notifying Venmo. You have to contact Venmo directly.

Dispute the payments

1. 1Go to the Me tab and select the transaction you want to dispute.
2. 2Tap Need Help? and choose the statement that best describes your situation; use Add more to include other transactions.
3. 3Tap Next, add any extra details and tap Submit Issue.
4. 4If prompted, reset your Venmo password.

Venmo Debit Card transactions and online purchases can't be disputed in the app: contact Venmo Support for those. Venmo Credit Card transactions are disputed with Synchrony Bank.

The 60-day rule

Venmo's user agreement says to tell Venmo at once if a transfer was made without your permission, or if the phone you use with Venmo has been lost or stolen. If your statement shows transfers you didn't make and you don't report them within 60 days after the statement was provided, you may not get back money lost after those 60 days, if Venmo can prove it could have stopped the transfers had you told it in time. When the protection applies, Venmo says it covers the full amount of unauthorized activity as long as you cooperate and follow its procedures.

When a payment doesn't count as unauthorized

Venmo's user agreement says a payment is not an unauthorized transaction if you gave someone your login details and they went beyond what you allowed. You are responsible for those payments unless you had already told Venmo that you no longer authorize transfers by that person. Never share your login, even with family or someone offering to help.

The scams that steal Venmo accounts

• The “Venmo support” call: the scammer tries to sign in, triggers the code Venmo texts to your phone, then calls pretending to be Venmo and asks you to read the code out. A Venmo agent will never ask for this code.
• Fake verification texts: Venmo's real multi-factor authentication message contains no link to click.
• Fake prizes: a text or email says you've won money from Venmo and asks you to sign in through a link.
• Remote access and new apps: Venmo will never ask to access your device remotely, install a third-party app, create an account for you or ask you to send money to “verify” your account.
• Fake tech support: a phone line found through a search engine asks for payment by Venmo. Type the company's website yourself and use its Contact page.

Charges from Venmo but no Venmo account?

If you see Venmo charges on your bank or card statement and you don't have an account, Venmo says someone has likely obtained your financial details. It recommends changing your online banking passwords, contacting your bank or card company to file a dispute, and asking for a new account or card number. Venmo can't act on someone else's account; if you want to pursue the user, file a police report so law enforcement can request the information.

Frequently asked questions

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