How to tell an email is really from Defera
If you're not sure an email is really from us, don't tap its links or buttons. Instead, open Defera yourself, in the app or by typing defera.app into your browser. Then sign in and check your trip: your booking details, your payments and the answers to your requests are all there.
It's smart to double-check. Scam emails often copy a company's look and push you to act fast, and a quick look at your trip in the app shows you what's real. Be wary of any message that asks for your password or your full card number.
How do I check an email?
- Open Defera yourself. Use the app, or type defera.app into your browser, and sign in. Don't go through the email's links.
- Open the trip. Go to Trips and tap the trip the email is about.
- Compare. Your booking details, your Payment Schedule and any requests you've sent us, with their answers, are all on the trip page.
- Act in the app, not the email. If the email asks you to do something, do it in the app instead. If what it says isn't on your trip page, contact us before you act on it.
What do real Defera emails look like?
- Your booking confirmation comes from bookings@mail.defera.app, with the subject "[your booking reference] You're going to [your destination city]". It shows only the last 4 digits of passport, ID and Known Traveler numbers.
- "Your trip has been paid off!" comes from the same address once our team releases your confirmation number. Its Get Confirmation Number button opens your number in your Defera account, and you'll find the same number by opening your trip yourself.
- Answers to your requests also appear on the request's card on your trip page, so you can check one there.
- "Will you still be taking this trip?" is a real courtesy check-in that may arrive when your departure is about two months away. If you're still going, there's nothing to do. Here's more about the two-month check-in email.
- "You've been upgraded" is real too. When our team arranges a complimentary cabin upgrade, you'll also see a "Complimentary Upgrade" card on your trip page.
What about card details and passwords?
- Change your card only in the app. The only place to change the card on your trip is Update Card, in your trip's Payment Schedule section. Don't send card numbers by email.
- Reset emails come when you ask. A password reset email comes after you tap Forgot password? on the sign-in page. If you get one you didn't ask for, don't use its link.
- Keep your password to yourself. Don't share it with anyone.
What if I already used a link?
We know that's a worrying moment. If you entered your Defera password on a page you're not sure about, reset it with Forgot password? on the sign-in page. Then contact us so our team can take a look. If you entered card details, contact your bank too.
How do I report a fake Defera email?
Forward it, or a screenshot of it, to security@defera.app. Please leave out your password and full card number. Avoiding scams, in our Security Center, also covers calls, texts and fake websites.
Still not sure? Ask us
- Chat with the Defera Concierge, our AI concierge, any time.
- Call +1 (415) 319-8553. The same AI concierge answers by voice, 24/7. Before it shares any account details, it asks for your booking reference (or your account email) and the passenger's name.
- Email support@defera.app. Our email response time is 2–5 hours.