In the unfortunate event that you believe you've been scammed, here are steps you can take:
Reach out to our Customer Support Team
To report the scam or fraudulent incident you experienced, please reach out to us through the Shakepay app by following these steps:
Log into your Shakepay account using the mobile app
Click the "Settings" (⚙️) icon at the bottom right of the app
Click on "Help" and then select "Support chat"
Change your Password
Immediately update the password for your Shakepay account to prevent further unauthorized access.
You can change your password here: https://shakepay.com/request-password-reset
Report the Incident to the authorities
We strongly recommend contacting your local law enforcement to report the scam. Shakepay is fully prepared to collaborate with authorities to assist them with their investigation.
Canadian Anti-Fraud Centre
For reporting fraud or seeking further advice, you can also contact the Canadian Anti-Fraud Centre at 1-888-495-8501 (Toll-Free)
Retrieve Transaction History
To gather information for your report, you can request your transaction history via the app. Go to settings and select "Request Transaction Summary." This will send an email with a detailed Excel file listing all your transactions.
Log into your Shakepay account using the mobile app
Click the "Settings" (⚙️) icon at the bottom right of the app
Click on "Account Settings" and then "Request transaction summary"
Cryptocurrency transactions are irreversible
Please remember that cryptocurrency transactions are irreversible. Once a transaction is completed, Shakepay cannot reverse or access it on your behalf.
Please see our other FAQs for more information on types of scams and how to spot phishing attempts.
If you have any questions or concerns, reach to us through our in-app support chat.