This article is for people and organisations who are not Vivid customers but need to contact us about a situation that potentially involves a Vivid account. You expect feedback, however because of data protection and bank secrecy rules, we can't share information about our customers' accounts with third parties. The answers below explain what you can do and how we can still help.
I sent money to a Vivid account and think I've been scammed
What should I do first? Contact your own bank (or card issuer, if you paid by card) as soon as possible and explain that you've been a victim of fraud. Even if your bank declined a refund, they may still be able to attempt a fraud recall — a request to return the money, sent directly to us through the banking system (i.e. we don’t disclose the progress of the request with you directly). Please note that this recall request is not guaranteed as it depends on the recipient willingness to voluntarily return the funds and on the availability of the funds on the account.
We also recommend reporting the fraud to the police.
Can Vivid tell me who owns the account or send my money back?
We’re not allowed to disclose information about the recipient of the funds with you or return the funds to your account. Always contact your account provider or card issuer; when we receive a recall request or a chargeback through the applicable payment scheme, we will deal with it according to the applicable rules. The cases where we can return funds without the recipient’s consent are very limited.
How do Vivid deal with fraud?
Like any financial provider, it is our responsibility to identify and fight potential fraudulent activity on an ongoing basis. The actions taken depend on legal requirements as well as our own risk appetite.
How do I report fraud to Vivid?
You can reach out to us via our contact form. Include details of the incident such as date and amount of the payment, the recipient's IBAN or name, the payment reference, and whether you paid by bank transfer (SEPA) or card top-up.