To enhance user security and provide timely support for fraud-related concerns, ShopeePay provides 24/7 Fraud Support Operations for users who experience unauthorized transactions or scams involving their ShopeePay accounts.
About the Anti-Financial Account Scamming Act (AFASA)
The Anti-Financial Account Scamming Act (AFASA), or Republic Act No. 12010, strengthens measures to prevent and address financial account scams, fraud, and unauthorized use of financial accounts. In compliance with AFASA and applicable Bangko Sentral ng Pilipinas (BSP) regulations, ShopeePay may take appropriate action to protect users and financial accounts from fraudulent or scam-related activities.
To help us review and resolve your report efficiently, please provide the following details when submitting your report:
How to Report Unauthorized Transactions or Scams
If you believe you have been a victim of an unauthorized transaction or scam, please report it through our dedicated 24/7 Fraud Support channel.
Email: shopeepay_fraudsupport_ph@support.shopee.ph
To help us review your report efficiently, please provide the following information:
A copy of your valid ID.
Screenshot of your reported transaction from the ShopeePay application. Kindly include the following information:
Transaction SN
Source Account Number
The date and time of the transaction
The amount of the transaction
Destination Account Number
Narrative of the Complaint: Kindly include the following information:
A detailed description of the incident or issue encountered.
Screenshots to serve as evidence following your report. Such as, but not limited to:
Conversation with the alleged scammer
Purpose of the payment
What transpired after the payment was completed (alleged scammer no longer responding, etc.)
Police Report if Initially Available: If applicable, attach a copy of the police report related to the incident.
Providing complete and accurate information will help us review your report and provide appropriate assistance.