Impersonation scams explained: How to spot and avoid them

Recently, impersonation scams have been on the rise. Scammers are getting increasingly sophisticated, pretending to be people or organizations you trust, such as banks, government agencies, family members, or well-known brands.

These scams are becoming harder than ever to spot. Fraudsters now use deepfake technology to imitate real voices and faces, spoof phone numbers, and send emails that look almost identical to legitimate ones. Knowing what to look out for can help you identify scams early and avoid financial loss.

In this guide, we’ll walk you through common impersonation scam tactics, warning signs to watch for, and what to do if you ever feel that “something isn’t quite right.”

What Is an Impersonation Scam?

An impersonation scam happens when someone pretends to be a trusted individual or organization to trick you into sending money or sharing personal or confidential information.

Scammers may pose as:

• Banks and financial institutions
• Government agencies (such as city offices or the police)
• Services or companies you regularly use
• Family members or acquaintances
• Payment providers such as Wise

These scams often begin with unexpected contact. You might receive a phone call, email, or message claiming there’s an urgent issue that needs immediate attention. The message may look highly convincing . It might even appear to come from a familiar phone number or email address.

The goal is simple: to pressure you into acting quickly before you have time to think or verify the situation.

---

How These Scams Typically Work

Most impersonation scams follow a similar pattern.

First, you receive an unexpected message saying there’s a problem with your account, payment, or security. The scammer creates a sense of urgency and insists you act right away.

Then, they ask you to transfer money, confirm personal information, or share sensitive details like login credentials or verification codes. Once they gain access to your account or receive the money, they disappear.

Recognizing this pattern early can make all the difference.

---

Why Deepfake Scams Are So Convincing

Some recent impersonation scams use AI-generated deepfake audio or video to mimic someone’s voice or appearance. This can make phone calls or video calls seem incredibly real.

Because of this, it’s no longer safe to rely on appearance or voice alone. Even if you recognize the face or voice, always verify through official channels before responding to any request involving money or sensitive information.

---

What Wise Will Never Ask You To Do

Understanding what Wise will never do can help you quickly spot a scam.

Wise will never ask you to do the following

• Ask for your password
• Ask for your login details over the phone
• Send you links asking you to enter personal information or make a payment
• Pressure you by saying something bad will happen if you don’t act immediately

If a message claiming to be from Wise includes any of the above, it’s very likely a scam.

If this happens, here’s what you should do.

---

How Wise Helps Protect You

We’ve put several measures in place to help keep your account safe and make it easier to verify legitimate communication.

Smart Protection

Wise uses verification tools such as a Secure Communication Code, which allows you to confirm that you’re genuinely communicating with us. These safeguards help reduce the risk of impersonation.

Dedicated Security Team

Our specialized fraud prevention team actively monitors emerging scam trends and suspicious activity. We continuously strengthen our systems to help protect our customers.

24/7 Customer Support

If you’re unsure about a message or feel something isn’t right, our customer support team is available 24/7 via phone, email, or live chat.

You can always contact us through our official contact form.

---

What To Do If Something Feels Off

If you receive a suspicious call, email, or message:

• Pause. Even if it sounds urgent, don’t react immediately.
• Don’t click. Avoid opening links, downloading attachments, or sharing personal information.
• Verify directly. Contact Wise through the official website or app to confirm the situation.

Trust your instincts . If something feels unusual, take a step back and double-check.

---

Reporting a Scam

If you believe you’ve been scammed, report it to the relevant authorities in your country. Reporting helps authorities track fraud patterns and may support investigations.

If You’re in Japan

• Contact the financial institution you used for the transfer immediately.
• Consult the police or relevant investigative authorities and follow their instructions.

Wise Payments Japan Co., Ltd. and financial institutions fully cooperate with official investigations and respond appropriately based on formal requests and the information provided by affected customers.

You may also:

• Use government-operated scam reporting tools or hotlines
• File a report online via official police or consumer protection websites
• Visit your nearest police station

---

Scam Support Contacts in Japan

If you’ve been affected by fraud, you can reach out to the following services:

(*1) Available services vary by country and region. Please contact the appropriate service for your location.
(*2) The Consumer Hotline connects you to your local consumer affairs consultation office.
(*3) The operator may not speak English, have a Japanese speaker to assist when contacting them.

You can also seek support through Wise’s official channels, and check your country’s government or consumer protection websites for guidance.

---

Contacting Wise Payments Japan

For your safety, we strongly recommend contacting us only through official channels.

How to Contact Us (When Logged In)

1. Log in to the website or app.
2. Click your name at the top of the screen.

3. Select 'Help'.

4. Click 'Contact us' at the bottom of the page.

5. Choose your inquiry topic and select 'Still need help?'
6. Select your preferred language.
7. Choose 'Phone' or 'Email'.

8. Enter your phone number and click 'Call me'.

Then, you will receive a call from us on your phone number.

Business hours (Japan time):

Monday–Friday, 9:00 AM–5:00 PM (including public holidays)
Wait times may occur during busy periods. Call charges are the customer’s responsibility.

---

If You Can’t Log In

1. On the login screen, select 'Trouble logging in?'

2. Choose your inquiry topic.

3. Select 'I still need help'

4. Set the language to Japanese to view the phone number.

If you are accessing from outside Japan, the Japanese phone support option may not be displayed.

In that case, please select "English" and inform the representative that you would like assistance in Japanese. If you contact us during Japanese support hours, we will connect you to a Japanese-speaking agent.

Please note that call charges will be borne by the customer.

Please follow the above steps to contact Wise Customer Support. We are committed to providing a safe and secure support system, and we look forward to assisting you with your inquiries.

---

Strengthening Your Wise Account Security

Two-Factor Authentication (2FA)

To help protect your money and personal information, Wise requires two-factor authentication (2FA) when logging in and for certain actions.

What Is 2FA?

Two-factor authentication adds an extra layer of protection by requiring a second verification method in addition to your password. Even if someone learns your password, they won’t be able to access your account without the second factor.

Available 2FA Methods

You can choose from:

• Wise app notifications
• Authentication apps (e.g., Google Authenticator)
• SMS or phone call verification codes
• Passkeys (face recognition, fingerprint, PIN, or hardware security key)

We recommend using the Wise app or an authentication app, as these are generally more secure than SMS and work even if you change SIM cards.

---

Managing Your 2FA Settings

On the website:

1. Click your name
2. Go to Settings → Security & Privacy → Two-Step Verification
3. Select 'Edit Default' to choose your preferred method

In the app:

1. Log in and tap your name

2. Go to Settings → Security & Privacy

3. Select '2-step verification'

4. Choose 'Change default'

---

Important Notes

• SMS cannot be removed if it’s your only verification method.
• If you change your phone number or stop receiving verification codes, follow the recovery steps or contact support.
• If you no longer have access to your old number, you’ll need to provide identity verification documents.
• Two-factor authentication is mandatory at Wise to protect your account.

---

If you think you’ve been targeted or affected by fraud, you can also review these official resources:

• If you think you’ve been scammed
• Beware of phishing scams
• What to do if you’ve been scammed

---

Staying cautious, pausing before acting, and verifying through official channels are your strongest defenses against impersonation scams.