Account protection
Your Defera account holds your trips, your travelers and your payment plan, so we protect it at every step. Nobody at Defera can see your password, and on the phone we check who you are before we discuss your account.
Here's how we protect your account, what you can do to help, and what to do if something looks wrong.
How we protect your sign-in
- Your password stays private. Passwords are handled by our sign-in provider and stored only as a one-way hash, a scrambled form that can't be turned back into your password. Nobody at Defera can see it.
- Encrypted sign-in. You always sign in over an encrypted HTTPS connection.
- Sessions that expire. Once you're signed in, your session uses secure tokens that expire and renew automatically. When a session expires, you're signed out.
- Reset links go only to you. A password reset link is only ever sent to the email address on your account. The reset screen doesn't say whether an email address has a Defera account, so it can't be used to find out who our customers are.
- Your sign-in email is protected. The email on your account is your sign-in identity, so it can't be changed from your Profile. If you need it changed, contact us and our team will take a look.
How we protect your trips
- Your sign-in opens only your account. Our database only lets a signed-in customer see their own account, trips and conversations.
- Trip documents go to your account email. We only send trip documents to the email address on your account.
- 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.
- We check who's calling. Before the Defera Concierge shares any account details on a call, it asks for your booking reference (or the email on your account) and the passenger's name. The number you're calling from is never enough on its own.
What you can do
- Use a strong password you don't use anywhere else. A password manager makes that easy.
- Look after your email account. Password reset links go to it, so whoever controls your email can reset your Defera password. Give your email account a strong password of its own, and turn on two-step verification for that email account if your provider offers it.
- Sign out on shared devices. On a computer or phone other people use, tap Sign Out when you're done.
- Keep your password to yourself. We'll never ask you for it, by email, text, phone or chat.
- Share a trip, not your sign-in. 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.
If something looks wrong
If you see a booking, payment or change on your account that you don't recognize, act quickly:
- Reset your password. Tap Forgot password? on the sign-in page and follow the secure link we email you.
- Secure your email account. If you think someone got into your email, change that password too.
- Contact us. Chat with the Defera Concierge, our AI concierge, or call +1 (415) 319-8553, and tell us what you saw. It can send a request to our team to take a look. You can also email support@defera.app.
- Call your bank if your card is involved. Your bank can block the card and check other charges.
Keeping your account secure and Signing in and resetting your password in our Help Center have more.