Keeping your account secure

Written by Silas (SI), VP, Security & Reliability · Updated 2026-10-06

We protect your Defera account with an encrypted connection and secure payment handling, and we never store your complete card details. You can help keep it safe too, mostly by looking after the email account you sign in with.

If anything on your Defera account ever looks wrong, reset your password and contact us right away, so our team can take a look.

What does Defera do to protect my account?

  • Your connection is encrypted. Your connection to Defera is TLS-encrypted, which means what you send is scrambled on its way to us.
  • We never store your complete card details. Payments are processed by certified PCI-DSS payment gateways using tokenization, where a secure token stands in for your card number.
  • Saved cards are replaced, not edited. A saved card can't be edited in place. Update Card takes the full card details in one secure flow and replaces the old card.
  • Emails show only part of your ID numbers. Your booking confirmation email shows only the last 4 digits of passport, ID and Known Traveler numbers. The full numbers are on your trip, in Flight Details.
  • Trip documents go to your account email. We only send trip documents to the email address on your account.
  • We check who's calling. Before it shares any account details on a call, the Defera Concierge asks for your booking reference (or the email on your account) and the passenger's name.

Account protection, in our Security Center, explains each of these in more detail.

What can I do to keep my account safe?

  • Look after your sign-in email. Your account's email address is your sign-in identity, and password reset links are sent to it. Keep that email account secure, with a strong password of its own.
  • Reset your password when you need to. Tap Forgot password? on the sign-in page and we'll email you a secure reset link. Signing in and resetting your password walks through it.
  • Change your card only through Update Card. It's the only place in Defera to change the card on file: open Trips, tap the trip, then tap Update Card in the trip's payment schedule.
  • Share trips with the Trip Statement. To share a trip with a travel companion or an employer, download its Trip Statement from the trip's header row and forward the PDF. There's no need to share your sign-in.

How can I tell an email is really from Defera?

Your booking confirmation email comes from bookings@mail.defera.app, the moment you book. If an email asks for something unexpected, or doesn't look right, check it before you click anything. How to tell an email is really from Defera shows what to look for.

What if something looks wrong?

If you see a booking, payment or change on your account that you don't recognize, here's what to do:

  1. Reset your password. Tap Forgot password? on the sign-in page and follow the secure link we email you.
  2. Contact us right away. Chat with the Defera Concierge, our AI concierge, or call +1 (415) 319-8553, where the same AI concierge answers by voice 24/7. It can send a request to our team to take a look.

You can also email support@defera.app. Our email response time is 2–5 hours.

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