What Should I Do If I Notice Unauthorized Activity on My Rebtel Account?
What counts as unauthorized activity on my Rebtel account?
Unauthorized activity can include anything on your account that you did not approve, such as:
- A Rebtel subscription you did not purchase
- A credit or World Credit purchase you do not recognize
- A Mobile Top-Up (MTU) you did not send
- Calls to numbers you do not recognize
- Other suspicious activity on your account
If you notice any of these, contact Rebtel Support as soon as possible so we can review the activity and help secure your account.
What information should I provide when reporting unauthorized activity?
When you contact Rebtel Support, explain what activity you do not recognize and when you first noticed it.
Depending on the issue, we may ask you about:
- The transactions or purchases you do not recognize
- The dates of the activity
- MTU recipient numbers
- Phone numbers that were called
- Recent purchases or subscriptions
- Whether anyone else has had access to your account
This helps us determine whether the activity may be related to unauthorized access.
What if I’m contacting Rebtel from a different email address?
If you’re not contacting us from the email address registered to your Rebtel account, we may ask for account-specific information so we can locate the correct account.
This may include details such as your registered phone number, full name, recent purchases, recent Mobile Top-Ups, recent call destinations, or subscription information.
What happens if I don’t recognize a Mobile Top-Up?
If you report a Mobile Top-Up you did not authorize, we may ask:
- When the unfamiliar top-ups started
- Which transactions you do not recognize
- Whether you recognize the recipient number
- Whether you have shared your Rebtel account with family or friends
We’ll also review the activity on your account to determine whether the transaction matches your previous usage.
What happens if I see calls to numbers I don’t recognize?
If you notice calls you didn’t make, let Rebtel Support know which numbers are unfamiliar and when the calls happened.
We may ask whether you have contacted those numbers before or whether anyone else has had access to your Rebtel account.
We’ll review your calling history to determine whether the activity appears consistent with your normal account usage.
What happens if I don’t recognize a credit or subscription purchase?
We’ll review your purchase history and payment activity.
If the purchase appears unusual or does not match your normal account behavior, we’ll treat it as a possible account security issue and investigate further.
What if I recognize the person or number connected to the activity?
Sometimes activity that initially appears unauthorized may be connected to someone you know or to shared account access.
For example, a family member or friend may have used your account, or the activity may involve a number you’ve contacted before.
If you recognize the person, recipient, or activity, let Rebtel Support know. Depending on the circumstances, the matter may be handled under our normal refund policy rather than as an account takeover.
What will Rebtel do if my account appears to have been taken over?
If the activity appears unauthorized or suspicious, Rebtel may temporarily restrict the account while the case is investigated.
Saved payment methods may also be removed from the account to help prevent additional unauthorized purchases.
The case will then undergo further security review.
Will my saved payment methods be removed?
If we determine that your account may have been compromised, saved payment methods can be removed as a security measure.
This may include saved credit cards, debit cards, PayPal, or other stored payment options.
Can I get a refund for unauthorized activity?
If transactions are confirmed as unauthorized, Rebtel Support will review whether they qualify for a refund under our refund policy.
A refund is not automatic simply because activity has been reported as unauthorized. The transactions and account activity must first be reviewed.
What if Rebtel is not sure whether the activity was unauthorized?
If the circumstances are unclear, we may need to investigate the case further before making a decision about a refund or other account action.
This helps us determine whether the activity was caused by unauthorized access, shared account usage, or another situation.
What happens after I report a possible account takeover?
Once the suspicious activity has been reviewed and the necessary security measures have been taken, the case may be escalated for additional investigation.
Rebtel will review the account activity, affected transactions or calls, and any security actions already taken before determining the appropriate next steps.