If a message claiming to involve Remitly asks you to reveal a password, share a security code, or make an unexpected payment, verify it before acting. Open the service independently and contact the provider through its official help page.
If you have already sent money because of a suspected scam, report it immediately and ask whether the transfer can be stopped or recovered. Remitly’s own fraud resources direct customers to its help center and advise contacting the bank or payment provider involved. A recovery is not guaranteed. Remitly’s fraud and scam resources.
Separate the message from the account event
A message can claim that a transfer failed, an account is locked, or a refund is waiting. Those claims do not establish that the event occurred.
Open the app or website using your normal route. Check the relevant transaction or account information, then ask support to verify an unexpected request if necessary.
The FTC recommends contacting a company through a website or number you already know is genuine rather than through contact information in a suspicious message. FTC phishing guidance.
A real account event and a fraudulent message can also occur at the same time. The fact that you recently sent money does not authenticate every message about a transfer.
Identify what the sender wants you to do
The requested action is often more informative than the logo or greeting.
Is the sender asking you to disclose credentials, install software, authorize another payment, or move the conversation to a new account? Do they insist that you act before speaking to anyone else? Are they asking for information unrelated to the problem they claim to be solving?
Treat these as reasons to pause and verify. A polished message can still be fraudulent, while awkward wording alone is not proof of fraud.
Do not forward a live security code to someone who says they need it to process a refund. Enter authentication information only when you are deliberately completing a verified process.
A genuine payment service does not verify the recipient’s story
There are two distinct trust questions: whether you are using the actual provider and whether the person requesting money is truthful.
You can use a genuine service to send money to someone who misrepresented an emergency, a relationship, or a purchase. Checking the provider’s website does not resolve the recipient question.
For an unexpected request from someone you know, contact that person independently. Ask about the underlying need before discussing payment details. If a claimed emergency makes ordinary verification difficult, do not let that difficulty become the reason to skip verification entirely.
If you sent money
Contact Remitly promptly, identify the transfer, and describe how you were induced to send it. Ask whether it can be stopped and what information is needed for a fraud report.
Also contact the bank or card issuer involved where relevant. The FTC advises people who paid scammers to report the payment promptly and ask the payment company or financial institution about reversal or recovery. Different payment methods have different protections. FTC guidance after a scam.
Keep receipts, messages, usernames, and the chronology privately. Do not delete the evidence before you have preserved what is needed for reporting.
The cancellation guide explains why an ordinary cancellation request and a fraud report should not be confused.
If you disclosed account information
Tell the affected provider what information was exposed. A password, payment-card number, identity document, and Social Security number create different problems; describe the exposure accurately.
Change compromised passwords through the genuine service. If the same password protects another account, address that account too. Follow the FTC’s appropriate identity-theft steps when identifying information is involved. FTC recovery guidance.
If someone persuaded you to install software or grant device access, include that fact when seeking assistance. Treating the incident only as a lost payment can leave an account-access problem unresolved.
Be careful with offers to recover the money
After a loss, another message may promise a guaranteed refund for an advance payment. Do not interpret knowledge of your situation as proof that the sender is connected to the provider.
Return to the official case and ask whether the proposed contact or payment is part of it. Do not send additional money merely to “unlock” a recovery.
If the situation involves a genuine verification request rather than a scam, the limits and verification guide explains how to respond without distributing sensitive documents to unrelated parties.