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Impersonation scams explained: How to spot and avoid them
Impersonation scams are on the rise worldwide. Fraudsters increasingly pretend to be people or organisations you trust, such as banks, government authorities, family members, or well-known brands.
These scams are becoming harder to spot. Some scammers now use deepfake audio or video to imitate real people. Others rely on spoofed phone numbers or realistic-looking emails to appear legitimate. Knowing what to look out for can help you recognise a scam early and avoid costly mistakes.
This guide explains how impersonation scams usually work, the warning signs to watch for, and what to do if something does not feel right.
What are impersonation scams?
Impersonation scams happen when someone pretends to be a trusted person or organisation to trick you into handing over money or sensitive information.
Scammers may impersonate:
- Banks or financial institutions
- Government agencies
- Companies you use regularly
- Family members or close contacts
- Payment providers, including Wise
They usually begin with unexpected contact. You may receive a phone call, email, or message claiming there is an urgent issue that needs your attention. The message may look genuine and may even appear to come from a familiar number or address.
The aim is to get you to act quickly, before you have time to pause or verify the request.
How these scams usually work:
Most impersonation scams follow a similar pattern.
You receive an unexpected call, email, or message claiming there is a problem with your account, a payment, or your security. The scammer creates urgency and pressures you to act immediately.
You may then be asked to transfer money, confirm details, or share sensitive information such as login details or verification codes. Once the scammer gains access or receives money, they disappear.
Recognising this pattern early can help you stop a scam before it progresses.
Why deepfake scams are harder to spot
Some impersonation scams now use deepfake audio or video. Deepfakes use artificial intelligence to imitate real voices or faces, making calls or videos seem more realistic.
Because of this, appearance alone is no longer proof that a request is genuine. Even if a voice or video looks familiar, it is important to verify requests through official channels.
What Wise will never ask you to do
Knowing what Wise will never ask for can help you spot scams more quickly.
Wise will never:
- Ask for your password
- Ask for your login details over a phone call
- Send clickable links asking you to make payments or provide personal information
- Pressure you to act immediately
If a message claims to be from Wise and includes any of the above, it is likely a scam.
Tools that can help protect you
Wise uses several measures to help customers stay safe and verify genuine communications.
Smart protection
Wise uses verification steps, such as secure communication codes, to help you confirm when you are communicating with us. These checks are designed to reduce the risk of impersonation.
Dedicated security teams
Wise has dedicated anti-fraud teams who monitor scam trends and work to protect customers against fraud. These teams regularly review suspicious activity and improve security measures.
24/7 customer support
If you need help, Wise’s customer support teams are available 24/7 via phone, email, or live chat. You can reach out at any time through official Wise channels to verify a request or report a concern.
What to do if something does not feel right
If you receive a call, email, or message that raises concerns, take these steps.
- Stop and do not respond immediately, even if the message seems urgent.
- Do not click links, download attachments, or share personal details.
- Contact Wise directly through official channels using the Wise website or app.
Reporting scams to local authorities
If you believe a scam has occurred, you may also consider reporting it to local authorities in your country. Reporting scams can help authorities track patterns and may support ongoing investigations.
Depending on where you’re based, this may include:
- Using a government-supported scam reporting tool or helpline
- Filing an online report through official police or consumer protection websites
- Visiting a local police station to make a report
Local scam support services in Malaysia
| What to do | Who to contact | How to reach them | When to use them |
|---|---|---|---|
| 1. Immediate action | Your bank | 24/7 fraud hotline or in-app 'Kill Switch' (e.g., Maybank2u, CIMB Clicks) | To instantly block access to your compromised account and freeze your cards. |
| National Scam Response Centre (NSRC) | 997 (8am to 8pm daily) | To report online financial scams. The NSRC directly connects you with the police and Bank Negara Malaysia. | |
| 2. Law enforcement | Royal Malaysia Police (PDRM) | Your nearest police station | To file an official police report required for formal fraud investigations. |
| CCID Scam Response | 03-2610 1559 or 03-2266 2222 | To report financial fraud cases. | |
| Semakmule Database | semakmule.rmp.gov.my | To check if a bank account or phone number has a history of scam reports. | |
| 3. Regulatory bodies | Bank Negara Malaysia (BNM) | 1-300-88-5465 | To report unauthorised bank transactions. |
| MCMC | 1-800-188-030 or mcmc.gov.my | For complaints about phishing links, scam calls, or suspicious SMS. | |
| Cyber999 | 1-300-88-2999 or cyber999@cybersecurity.my | To report cybercrime incidents. |
If you think you may have been targeted or affected, follow Wise’s official guidance:
Sources:
- ScamShield
- National Scam Response Center Malaysia
- Scamwatch Australia
- Scamwatch Pilipinas
- Indonesia Anti-Scam Centre
- Anti-online scam operation center (AOC) Thailand
*Please see terms of use and product availability for your region or visit Wise fees and pricing for the most up to date pricing and fee information.
This publication is provided for general information purposes and does not constitute legal, tax or other professional advice from Wise Payments Limited or its subsidiaries and its affiliates, and it is not intended as a substitute for obtaining advice from a financial advisor or any other professional.
We make no representations, warranties or guarantees, whether expressed or implied, that the content in the publication is accurate, complete or up to date.
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