Frequently Asked Questions
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Security

What should I do if my mobile device is lost or stolen?

Your card information is still secure with Masterpass™, and is not stored on your device. For extra security in case your wallet password is the same as other unsecured passwords on your mobile device, you should change your password.

If not, you can change your password on the Masterpass site by signing in to your Masterpass account.

Why did I receive an email saying there was a change to my account?
We want to ensure the security of your Masterpass, so we send a confirmation email whenever a change is made to your account. If you did not make any changes, please contact Masterpass Support by calling us toll-free at 800-110-2019

Why am I being prompted for additional security information when adding or editing a card?

 When you add a new card or edit an existing card, you may be prompted for an online security measure, put in place by the financial institution that issued your card. By entering your additional security information, you confirm that you are the authorized cardholder and your card can then be added securely. This measure helps to reduce the risk of card fraud on your account.

For more information on Mastercard SecureCode, please visit the following url: http://www.Mastercard.us/support/securecode.html . For more information on Verified by Visa, please visit the following url: http://usa.visa.com/personal/security/visa_security_program/vbv/verified_by_visa_faq.html 

What should I do if I believe fraudulent purchases were made on my card account?

 If you believe a fraudulent purchase has been made with your Masterpass account, you should immediately contact the financial institution that issued the card you used and report your concerns.

Usually, there is a customer service number for your financial institution on the back of each card. If the card in question is a Mastercard card, you can always contact the Mastercard Assistance Center at 1-(800)-62-277478.

I received an email/phone call from Mastercard about my account but it appears to be a scam or a phishing email. What do I do?
Cardholders should always safeguard their personal information and not respond to any suspicious emails or other inquiries. If you receive a suspicious email, please forward the email to StopIt@Mastercard.com for investigation.