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How to know if it's really us contacting you

To help keep our customers safe, we want to make sure that you are able to spot when it really is Mettle contacting you. In this blog we have outlined some top tips for spotting when it may be a scam.

2 min read

Scams are something we’re all too familiar with here in the financial space. And during Covid-19, scammers are getting even more clever and crafty with finding new and less-conspicuous ways to catch people out. 

Here at Mettle, we want to make sure that all of our customers know what we’ll do if we ever need to contact you. And most importantly, the information we’ll never ask you to provide. If you do get asked to provide any of that information, it’s probably a scam.

If we ever need to call you…

We’ll always let you know in advance that we’d like to call you.  In fact, we’ll send you a message to let you know that we plan to ring you and when. We’ll never call you out of the blue or if you have told us not to. Caller ID may show, but do not take this as meaning it is definitely us calling you. Caller ID can easily be added by someone else pretending to be Mettle. 

On the call, we’ll go through some security questions with you before discussing your account so that we know you are the account holder.  If you are worried it may not be us calling you or haven’t received a message from us beforehand, hang up and call us back. 

If we need to email you…

It will always be from a email address. If you suspect that an email may not be from us, or doesn’t seem quite right, you can always check the sender address to double-check that it came from 

If you ever do receive an email from a different account that is posing as us, please let us know via our in-app chat or our official email address (

Outside of our in-app chat…

We will never ask for your PIN. This is the four-digit number that you use to make card payments or withdraw money and should only be known by you, the cardholder. 

We would also never ask for the full 16-digit number on the front of your card or the three numbers on the back of the card, otherwise known as the CSV. This also goes for any details such as passwords, your email address or other accounts.

During a call, we’ll never…

Tell you that your money is in danger or ask you to move money to a ‘safe account’. We’ll also never ask you to give us your account details.

We currently do not offer loans or overdrafts, but even if we did, we’d never call you and tell you to take one out. 

What to do if someone contacts you claiming to be from Mettle…

If you weren’t expecting a call from us, don’t give them any information and hang up the phone. It’s better to be safe than sorry and check your emails or in-app chat to see if we were planning on calling you at that time. 

Don’t call the number back, the fraudster might have done a very convincing job on making that number look like Mettle, but it won’t be. The only way to call Mettle is via the number on the back of your Mettle card. 

If you were expecting a call from Mettle but the person on the other end of the phone starts asking for sensitive information such as your PIN, email address password or tells you that your money is in danger and must be moved, hang up the phone. 

You should also never enter any sensitive information into websites that are claiming to be us and never send your money to a ‘safe account’ with details provided by someone over the phone/email etc. If you are ever unsure of any form of communication that you receive from us, or someone pretending to be us, get in touch with us either by messaging through in-app chat or by emailing us at

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The Mettle account is an e-money account provided by Prepay Solutions (PPS), a trading name of Prepay Technologies Ltd which is an electronic money institution regulated by the Financial Conduct Authority under the Electronic Money Regulations 2011 (FRN 900010) for the issuing of electronic money. Financial Services Compensation Scheme (FSCS) protection does not apply to electronic money institutions. Mastercard® is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. Registered office: 250 Bishopsgate, London, United Kingdom EC2M 4AA

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