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Security Centre

Keeping your banking and information secure is really important to us. Learn how to keep your Accounts and yourself protected with 24/7 security features so you can bank safely and rest easy.

Note

Stay alert for software scams

Software scams are designed to get you to share personal or financial information. Some fraudsters may pose as technical support from trusted institutions to convince you to download remote access software, which allows access to your personal device. Remember, Tangerine will never ask you to download any software or remote access app.

 

If someone asks you to do this, stop before you start downloading. It’s always a good idea to double check and stay safe.

Top tips to protect yourself from scams and fraud

Prevention and preparation are the best protection from scams and fraud. So let's dive into some of the top tips that can help keep you safe and secure.

 

Suspicious Communications

Don't recognize an email, text, website link, etc? Think twice before clicking any links or responding to them. When in doubt, contact through a verified channel to confirm it's real.

Spoofing

Spoofing is when a fraudster pretends to be a person or business to gain unauthorized access to data and/or money. To avoid email spoofing, always verify the sender and check for spelling mistakes. Tangerine emails should come from “@email.tangerine.ca”, “@tangerine.ca” or “@e.tangerine.ca", or “@notifications.tangerine.ca”. For suspicious spend alerts you’ll get an instant text alert from 826373. Caller ID spoofing is when a fraudster imitates the name and phone number of a trusted source. If you’re suspicious, stop communication and contact the person or business through a verified email or phone number.

2-Step Authentication

2-Step Authentication provides an extra layer of security during login by requiring a Security Code (that is provided to your registered phone number) that needs to be entered to gain access.

 

For 2-step authentication you’ll get an instant text from 864674. Do not share this code with anyone.

 

Want to learn more about 2-Step Authentication? Check out our introductory video.

 

 

 

Requests for confidential information

If you receive an OTP Code, do not share this code or your login information with anyone. Tangerine will never send you an email or text message asking for your Client Number, Account Number, Credit Card Number, Secret Questions or PIN. If you ever receive an email, phone call or text message that asks for any of these things, it’s smart to be suspicious of it.

Password protection

Website passwords and PINs help identify who you are. So it's best to keep them safe at all times. Never write down or share them with anyone. When selecting a password/PIN, avoid choosing numbers or letters that fall in a sequence or pattern. Also, avoid the obvious choices like your birthdate, address or family names.

 

Orange Alerts

Not only do Orange Alerts help you stay on top of your Account, they can give you a heads up if something doesn't look right. Go to ‘Profile & Settings’ to easily set them up.

 

 

 

Current scams to watch out for

Phishing

Phishing Phishing scams occur when fraudsters send emails pretending to be from a legitimate source, so they can get personal information (i.e. usernames, passwords or PINs) or install malware on your device. For example, you might get an email pretending to be from your bank, alerting you about unusual activity in your account and asking you to log in to confirm your details. Don’t reply or open any links/attachments in the message. If it’s claiming to be from Tangerine, contact us at phishing@tangerine.ca or 1-888-SAFE-304 (1-888-723-3304). Smishing and Vishing Smishing is similar to phishing, except it's through text or SMS (Short Message Service). One common smishing scenario is a text message claiming to be from a delivery courier notifying you about a package and shipping fee you need to pay. Vishing (voice phishing) is another type that’s conducted over the phone. These scams demand your personal information and have a high sense of urgency. Website spoofing (Fake Website) A spoofed website can appear scarily real and is designed by hackers to mimic a legitimate site’s branding and domain name to steal your financial information. You can be directed to the site from a link in a fraudulent email (e.g. an email pretending to be from an online retailer saying you have a refund and directing you to log in through the spoofed site) Avoid being taken in by looking for these red flags: The website is poorly designed and/or has broken links. You can’t find contact information. No clear sales, shipping or privacy policies. The back button is disabled. You’re asked for credit card information before making a purchase. Fake apps Apps by retailers and service providers, like delivery and streaming services, can be duplicated by fraudsters to steal your personal information. Watch for these scam tip-offs: The app publisher name is different from the retail app and/or there are spelling errors. No user feedback or ratings. It requires several permissions to install. Multiple pop-up ads and/or requests for your personal information. Phone Scams Phone scams are common during tax time, and usually involve fraudsters claiming to be from the Canada Revenue Agency (CRA) requesting payment for overdue taxes. Keep in mind that government agencies will never request gift cards or prepaid cards in payment of a debt or bill. If you receive a suspicious call, don't provide any personal or sensitive information and reach out to the organization they claim to be representing. Don’t forget! Fraudsters can also use Caller ID Spoofing to appear to be calling from a local number – similar to yours or one you recognize. So try not to answer. If you do, hang up. Never share personal information. Requests for confidential information Tangerine will never email or text you asking for your Client Number, OTP, Account Number, Secret Questions or PIN. We’ll never call you or ask you in an email or text message to disclose the Security Code provided to you through the 2-Step Authentication step of logging in. If you ever get any of these requests, contact us at phishing@tangerine.ca or 1-888-SAFE-304 (1-888-723-3304).

Phishing

Phishing scams occur when fraudsters send emails pretending to be from a legitimate source, so they can get personal information (i.e. usernames, passwords or PINs) or install malware on your device. For example, you might get an email pretending to be from your bank, alerting you about unusual activity in your account and asking you to log in to confirm your details. Don’t reply or open any links/attachments in the message. If it’s claiming to be from Tangerine, contact us at phishing@tangerine.ca or 1-888-SAFE-304 (1-888-723-3304).

Smishing and Vishing

Smishing is similar to phishing, except it's through text or SMS (Short Message Service). One common smishing scenario is a text message claiming to be from a delivery courier notifying you about a package and shipping fee you need to pay. Vishing (voice phishing) is another type that’s conducted over the phone. These scams demand your personal information and have a high sense of urgency.

Website spoofing (Fake Website)

A spoofed website can appear scarily real and is designed by hackers to mimic a legitimate site’s branding and domain name to steal your financial information. You can be directed to the site from a link in a fraudulent email (e.g. an email pretending to be from an online retailer saying you have a refund and directing you to log in through the spoofed site) Avoid being taken in by looking for these red flags:

  • The website is poorly designed and/or has broken links.
  • You can’t find contact information.
  • No clear sales, shipping or privacy policies.
  • The back button is disabled.
  • You’re asked for credit card information before making a purchase.

Fake apps

Apps by retailers and service providers, like delivery and streaming services, can be duplicated by fraudsters to steal your personal information. Watch for these scam tip-offs:

  • The app publisher name is different from the retail app and/or there are spelling errors.
  • No user feedback or ratings.
  • It requires several permissions to install.
  • Multiple pop-up ads and/or requests for your personal information.

Phone Scams

Phone scams are common during tax time, and usually involve fraudsters claiming to be from the Canada Revenue Agency (CRA) requesting payment for overdue taxes.

Keep in mind that government agencies will never request gift cards or prepaid cards in payment of a debt or bill. If you receive a suspicious call, don't provide any personal or sensitive information and reach out to the organization they claim to be representing.

Don’t forget! Fraudsters can also use Caller ID Spoofing to appear to be calling from a local number – similar to yours or one you recognize. So try not to answer. If you do, hang up. Never share personal information.

Requests for confidential information

Tangerine will never email or text you asking for your Client Number, OTP, Account Number, Secret Questions or PIN. We’ll never call you or ask you in an email or text message to disclose the Security Code provided to you through the 2-Step Authentication step of logging in. If you ever get any of these requests, contact us at phishing@tangerine.ca or 1-888-SAFE-304 (1-888-723-3304).

Imposter scams and CRA fraud

Imposter scams and CRA fraud

In imposter scams, fraudsters will impersonate a trusted source, like the police, your bank, or in many cases, the Canada Revenue Agency (CRA), to convince you to send them money and/or your personal information. These scams happen year-round but spike during tax season when you might get a text, call or email claiming that you owe the government a tax payment or have a refund waiting for you. Pay attention to red flags, like if the call is coming from a strange number, and ignore requests from unknown sources asking for your personal and financial details. If you’re unsure, contact the CRA or institution they’re claiming to be directly.

Grocery rebate scam

Watch out for fake emails and text messages offering you the Federal Government’s new grocery rebate, a one-time payment to eligible Canadians meant to compensate for higher grocery prices due to inflation. If you get an email or text claiming to be from the CRA asking you to click a link to collect a grocery rebate, don’t respond and contact the CRA directly if you have questions. You can also learn about the eligibility for the rebate on the CRA website.

Credit Card scams

Credit card scams happen when a fraudster makes unauthorized purchases using your account and/or account details. Phishing, spoofing and recording devices are few ways criminals can get access to your data. Whether dining out or paying bills, knowing the signs of credit card scams can help you stay safe.

Shop securely online

Keep your info safe when shopping for your fav items. Beware of fake online stores with unusual URLs, don’t make purchases on public wifi and always check for the url for a https with a lock symbol.

Ring, ring! Stay safe from phone scams

Never give out your Credit card details to an unknown source that calls you. Hang up and call them back on a verified number. Also be sure to check your statements and credit score for any errors or unusual transactions.

Money scams

Online shopping fraud

Ever see an offer online or receive an email with a product offering that sounds too good to be true? Then there’s a real chance that it is. Fraudsters pose as sellers offering items for an amazing price or with free shipping, but all they’re after is your money.

Card skimming

Credit and debit card fraud can happen at bank machines, ABMs and retailers virtually anywhere. Make sure whenever you're entering a PIN into a machine, you keep it private, and keep your eyes open for suspicious-looking devices attached to the machine so you don’t unknowingly help thieves gain access to your Account.

Think twice before putting that cheque in the mail…

Sure, the letter looks legitimate, but is it? Are you being asked to send in money or provide confidential information? If so, you may be looking at a case of attempted mail fraud. Fraudsters use several tactics to trick you, including:

  • Get-rich-quick schemes
  • Fake charity solicitations asking for donations
  • Prize winnings that require you to pay for shipping expenses

Remember, when in doubt, contact the organization the letter claims to be from to confirm if it’s real.

Common fraud

Account takeover

If a fraudster does manage to steal your personal information, their next move is to gain access to your online accounts. They can really do damage by making purchases, withdrawing your money or even changing the details of your account.

Identity theft

Identity and information theft is a serious problem facing consumers and businesses today. Hackers are no longer interested in breaking into computer systems and causing them to crash. Instead, they want to keep a system up and running so they can steal information from it, or use it as a launch pad for attacks against other computers. If your identity is "stolen," you may find yourself with a poor credit rating as the fraudster has taken out loans, credit cards, etc. in your name. If you notice any abnormal activity in your financial records, don't hesitate to contact your financial institution to follow up. You can reach our online security line at 1-888-826-4374.

Protecting your computer

Screen-scraping

One way criminals try to scam you out of your user names and passwords is by creating a copy of a site’s login page. The fake version will look an awful lot like the real thing, so be extra aware when visiting sites before you enter your login details.

Vacation fraud

This particular scam involves a fraudster hacking into your email. They then send emails telling your contacts you were robbed while on vacation and urgently need them to send you money right away.

Good to know before you call

Think you might be a victim of fraud?

Report Fraud

  1. Start by contacting the merchant if you suspect a Credit Card or debit purchase error.
  2. Check with your other financial institutions for any suspicious activity.
  3. Did you get notified for an unauthorized login attempt? 3rd party personal finance apps you use will sometimes log into your bank accounts to get most up to date balances.

If you suspect unauthorized use of your Tangerine Account(s) or think that someone may have your login information or Card PIN, please call us right away 1-888-826-4374.

Just have some concerns or questions? Feel free to call, and we'll help you out.

Safety practices and additional resources

How to protect yourself from fraud

Check out the warning signs to protect yourself.

Safe banking with Tangerine

As a Client, your banking security is our top priority. Take a closer look at some of the tools and features working hard to give you peace of mind.

Things to help you bank safely

Learn some best practices to help you avoid banking fraud and security fraud.

Want to learn more about fraud prevention?

Discover all the information you'll ever need, courtesy of the Canadian Bankers Association.

Sticky Notes

FAQ

Visit our Help Centre to find all the answer you're looking for.

There’s been some suspicious activity in my Account(s). What should I do?

To help address suspicious activity, here are some things to consider:

  1. If you suspect a Credit Card or debit purchase error, start by contacting the merchant.
  2. Check your accounts at other financial institutions for any suspicious activity.
  3. Did you get notified of an unsuccessful login attempt? Third party personal finance apps you use will sometimes log into your bank accounts to get the most up-to-date balances.

If you suspect fraudulent activity relating to your Account, please call us right away at 1-888-826-4374.

How do I dispute a transaction?

Contact the merchant first about unauthorized charges or transactions. If you can’t resolve it with the merchant, call us at 1-888-826-4374 to launch an official dispute.

My card was blocked. Why and what should I do?

We’re sorry to hear that your Client Card/Credit Card has been blocked. Your Card could be blocked to protect you from suspicious transactions. Here are the steps you can take to resolve this issue:

  1. Review Your Transactions: Check your recent transactions to see if there are any unusual or unauthorized charges. This can provide important information about why your card was blocked.
  2. Call the Merchant: If you identify any suspicious transactions, contact the merchant associated with those chargers. They might be able to provide clarification or resolve the issue directly.
  3. Verify Sufficient Funds: Ensure that you have enough funds in your account to cover any pending or upcoming transactions. Insufficient funds can sometimes lead to a card being blocked. If this is the case, we have added support on our app for you! With the Top Up Money Rule, you can transfer.

If you follow these steps and can’t determine the cause of the block, please call us right away 1-888-826-4374.

If you are unable to log-in to your Account, call the number on the back of your card.

When you give us a call, please have your account details and any relevant transaction information available.

My Client Card and/or Credit Card is lost or stolen. What should I do?

If your Tangerine Client Card is lost or stolen, please report it right away. Here's how:

  1. Log in and click your Chequing Account.
  2. Then click the ‘Manage Card’ button.
  3. Under 'Actions', click 'Replace lost, stolen or damaged Card'.

Follow the steps from there.

Or call us at 1-888-826-4374 to report your Card as lost or stolen.

We'll issue a replacement Card, and it should arrive within 5 to 7 days.

If your Tangerine Credit Card is lost or stolen:

  1. Log in if you haven’t already, select your Credit Card Account and click the ‘Pause Card’ button.
  2. This will stop any new activity on your Card from the date you pause the Card.
  3. Once it’s paused, if you can’t find your Card, please call us at 1-888-826-4374.

If you’re travelling outside Canada or the U.S., you can call us collect at 416-758-3139. We’ll cancel your Card and issue a replacement.

How can I start a complaint?

We are committed to providing you with top-notch service and we take your concerns seriously. If you’re unhappy with anything and would like to log a complaint, please reach out to us here.

What are Orange Alerts? How do I set up an Orange Alert?

What are Orange Alerts?

Orange Alerts keep you informed about activity in your Account and help you manage your money. They can be set up and customized to provide you with mobile and/or email notifications.

How can I set up Orange Alerts?

Here’s how to set up Orange Alerts on our site:

  1. Log in and click your name at the top corner of the screen
  2. Go to ’Profile & Settings’ and select ’Orange Alerts’
  3. Click the ’Edit Alerts’ button and follow the prompts from there

Here’s how to set up Orange Alerts on our Mobile Banking app:

  1. Log in and select ’More’ in the bottom right corner of the screen
  2. Go to ’Profile & Settings’ and select ’Orange Alerts’
  3. Select the Account and follow the prompts from there

How can I change/edit Orange Alerts?

Here’s how to modify Orange Alerts:

  1. Log in and click your name at the top corner of the screen
  2. Go to ’Profile & Settings’ and select ’Orange Alerts’
  3. Click the ’Edit Alerts’ button and follow the prompts from there

 

What are Balance Alerts?

We’re required to provide you with balance alerts when your Account balance or credit limit falls within a certain threshold. The set amount for these will automatically be $100 Canadian (or the currency of your Account). At any time, you can change this to any amount you like in your ’Profile & Settings’. These alerts will include steps you can take to help you avoid incurring any applicable fees associated with your Account (as set out in our Fee Schedule).

I received a message/email from Tangerine. How do I verify that it’s real?

If you suspect an email may not be legitimate from us, you can double-check its really us by forwarding the communication to phishing@tangerine.ca. We’ll let you know if it’s legitimate.

What is Tangerine’s Security Guarantee?

Your money and privacy are protected from the instant you open your Tangerine Account. Our security features are top notch, and we continue to make enhancements to make them even better. If your security is ever compromised, we’ll make things right. That’s the Tangerine Security Guarantee.

Account Protection

We cover your losses for unauthorized activity in any of your Tangerine Accounts. Just be sure to notify us of the problem within 30 days of when the first statement that shows the unauthorized activity was made available to you. Call us at 1-888-SAFE-304 (1-888-723-3304)

We need your help too

Don’t give out your Client Number, secret questions (and answers) or PIN to anyone else. Log out at the end of each online banking session. Monitor your statements and pay attention to Account alerts. And let us know immediately if you discover a transaction that you suspect is fraudulent.

Where can I get the latest information on current scams?

Staying informed is crucial for effective fraud prevention. Being aware of the latest scam tactics empowers you to recognize and avoid potential threats.

For information on staying alert, protected, and informed about scams, we recommend the following resources:

  1. Our Security Centre: Our Security Centre is a dedicated platform designed to provide you with current information on scams and fraud prevention tips for matters related to your Account(s) safety here.
  2. The Juice Blog: Our blog is another resource you can use to stay informed about scams and fraud trends. We regularly post articles and insights here to help you recognize potential risks, and take precautions for your Account(s) safety.

Canadian Bankers Association (CBA): If you want to learn more about fraud prevention discover all the information you need here  courtesy of the Canadian Bankers Association.