Overview
At Wio Bank, keeping your money, accounts, and identity safe is our highest priority. Whether you suspect unauthorized card spending, believe your login credentials have been compromised, lost your mobile device, or encountered a security alert, this guide walks you through the immediate steps to protect your account and restore secure access.
Quick Emergency Actions: What to Do Immediately
If you suspect fraudulent activity or unauthorized access:
Situation | Immediate Action |
Suspicious Card Transaction | Freeze or terminate your card immediately within the Wio app, or report the transaction directly in the app. |
Lost or Stolen Device / Compromised Credentials | Use the web-based Emergency Account Lock at https://secure-account.wio.io/ to instantly suspend all account activity—no login required. |
Unrecognized Login Alert / Suspicious SMS | Change your app passcode and password immediately from the Wio app settings. |
Need Immediate Assistance? | Call Wio Customer Care 24/7 at 600 500 946 (or +971 600 500 946 from abroad). |
How to Report Fraudulent Card Transactions (In-App)
You can report suspicious transactions directly inside the Wio mobile app. Reporting fraud will automatically terminate the compromised card to prevent further charges and submit a dispute for investigation.
For Wio Personal:
Open the Wio Personal app.
Go to the Hub and select Spend (or tap See all under Transactions on your home screen).
Select the card that was used.
Tap the suspicious transaction, tap Report an Issue, and select I want to report a fraud.
Tap Report transaction.
Select any additional suspicious transactions you wish to report, then tap Next.
Tap Terminate — your compromised card will be closed immediately.
Add any additional details or upload supporting documents. You can track the progress of your dispute directly in the app.
For Wio Business:
Log in to the Wio Business app and scroll to Transactions on your Home screen.
Select the card transaction you want to report.
Tap Report Fraud.
Review the merchant confirmation screen and select any additional transactions if needed.
Tap Terminate to permanently close the compromised card and submit your dispute.
Track the dispute status in real time via the in-app dispute tracker.
What Happens After You Report Card Fraud?
Digital & Physical Cards: Your compromised card is terminated immediately. A new digital card is generated automatically for immediate use, and you can order a replacement physical card directly from the app.
Virtual Cards: The virtual card is terminated immediately, and you can create a fresh virtual card anytime from the app.
Dispute Investigation: Our specialized security team will investigate the reported charges and keep you updated throughout the process (typically within 30 business days).
Emergency Account Lock (Self-Service)
If you have lost your phone, approved an unintended authorization, or believe someone has gained access to your account, you can instantly lock your entire Wio account from any mobile or desktop web browser without needing to log in.
How to Lock Your Account via Web:
- Visit https://secure-account.wio.io/ from any browser and scroll to the bottom of the page.
Under the Help section, select Security and Protection and click Block your account.
Click Start and select what happened (e.g., Lost or Stolen phone or Account compromised).
Enter your registered email ID (and the last 4 digits of your Emirates ID if prompted).
Complete identity verification using facial biometric recognition on your screen.
Confirm the request. All active login sessions will be ended immediately, your cards will be secured, and outgoing transactions will be paused.
Important: Note down the reference number displayed on your screen.
How to Reinstate and Unlock Your Account
Self-Service Reinstatement (For Lost / Stolen Device Reports)
If you locked your account due to a misplaced phone and have now secured your device:
Open the Wio app or visit the web lock page.
Tap Proceed (or tap the reinstatement banner on your screen).
Answer the security confirmation questions and complete the biometric face scan.
Tap Reinstate my account to restore full access.
Support-Assisted Reinstatement (For Suspected Account Compromise)
If your credentials were compromised, our security team will ensure your account is completely safe before restoring access:
Call Wio Customer Care at 600 500 946 from your registered phone number.
Update your passcode and confirm your registered email address.
You will receive an email requesting a short verification selfie video holding your original Emirates ID to confirm your identity.
Once verified, our team will reactivate your account, and you will be prompted to set up new security credentials upon your next login.
Device & App Security Protection
1. Screen Sharing & On-Call Protection
To protect you against remote-access scams where fraudsters pose as officials and ask to view your screen:
Active Calls: You cannot initiate fund transfers or approve in-app card authorizations while on an active phone or VoIP call.
Screen Sharing / Casting: The Wio app will temporarily suspend your session and display an access notice if screen sharing or casting is active. Simply disconnect screen sharing, reopen the Wio app, and proceed safely.
Sensitive Screen Masking (Android): Sensitive details (such as card numbers and OTPs) are automatically blanked out if screen recording or sharing is detected.
2. Harmful App & Malware Detection (Android)
If the Wio app detects an app downloaded outside official app stores that contains malicious behavior:
App access will display an App access denied notification listing the flagged app name.
Uninstall the flagged application from your phone.
Restart your device.
Reopen the Wio app and log in normally.
3. Device & Operating System Safety
To safeguard your financial data, the Wio app requires a secure, official operating system:
Official App Store Only: Always download and update the Wio app directly from the Google Play Store or Apple App Store. Unofficial APKs or modified downloads will be blocked.
Unmodified Operating Systems: The Wio app does not run on rooted, jailbroken, or custom ROM devices.
If you see "We couldn't verify your device's security":
Restart your device.
Open the Google Play Store and ensure Google Play Services and the Google Play Store app are fully updated.
Clear cache via phone Settings > Apps > Google Play Services > Storage > Clear Cache, then restart and relaunch Wio.
Advanced Security Controls
✈️ Travel Mode
Travel Mode ensures your card payments abroad process smoothly without unexpected declines:
Open the Wio app → Settings → Security → Travel Mode.
Turn it on, enter your destination countries and travel dates, and tap Save trip.
? Sleep Mode
Sleep Mode lets you set custom overnight hours where card transactions and outgoing transfers are paused while you sleep:
Open the Wio app → Settings → Security & Privacy → Sleep Mode.
Choose your preferred overnight window (e.g., 11:00 PM – 6:00 AM).
What continues normally: Recurring subscriptions (like streaming services and utility bills), standing orders, and incoming salary/transfers continue to process uninterrupted.
Feature Availability Notice:
Sleep Mode are currently in an Internal Pilot / Early Access phase for authorized internal staff accounts before public release.
Android Biometric Login & Transaction Limits
To provide enhanced security on Android devices, enabling biometric authentication (Fingerprint or Face Unlock) unlocks your full daily transfer limit:
Daily Outbound Limit without Biometrics: AED 25,000 per day.
Daily Outbound Limit with Biometrics Enabled: Full standard limit (AED 500,000 per day).
How to Enable Biometric Login on Android:
Enable Screen Lock & Fingerprint on Your Phone:
Go to phone Settings > Security (or Biometrics and security).
Ensure a secure PIN/Password is set and register at least one fingerprint.
Restart the Wio App:
Fully close the Wio app from your phone's Recent Apps view (swipe it away).
Turn On Biometrics in Wio:
Open the Wio app and log in.
Tap your profile icon on the top-left of the screen and select Settings.
Under Security & Privacy, toggle Face or Touch ID to ON.
Your full daily transaction limit is restored immediately.
Understanding Security & Login Alerts
Wio monitors account activity 24/7. If a login attempt occurs from an unrecognized device or unusual location:
You will receive a real-time push notification and email alert.
If it was you (e.g., using a VPN or new phone): You can safely disregard the alert.
- If you do not recognize the login: Immediately open the Wio app to change your passcode, or use the Emergency Account Lock via https://secure-account.wio.io/ and contact Wio Support.
Frequently Asked Questions (FAQs)
What should I do if my card is temporarily frozen by Wio?
If our automated security systems detect an unusual transaction pattern, your card may be temporarily frozen as a precaution. You will receive an SMS and email notification. If the transaction was made by you, simply open the Wio app, review your transactions, and unfreeze your card with a single tap.
How long does a card fraud dispute investigation take?
Card fraud investigations are typically resolved within 30 business days. You can track your case status directly through the in-app dispute tracker.
Can I report transactions that are still pending or declined?
Yes. The in-app fraud reporting tool allows you to report completed, pending, and declined transactions.
What should I do if I fall victim to a merchant scam?
If you authorized a payment to a seller who turned out to be fraudulent, gather all transaction receipts, invoices, and communication records (such as emails or chat logs) and contact Wio Customer Care to submit a dispute.