Avoiding scams
Scammers sometimes pretend to be travel companies, so here's the simplest rule: if a message about your trip asks you to do something, open Defera yourself and check your trip there. What's real is always on your trip page.
What we'll never ask you for
- Your password, by email, text, phone or chat.
- Your full card number or security code, by email, text, phone or chat. Card details only ever go into the secure card form inside Defera, at checkout or in Update Card.
- Payment by wire transfer, bank transfer, payment app, gift card or cryptocurrency. We take debit and credit cards only.
- Remote access to your device. We'll never ask you to install an app or share your screen so we can fix your account.
If someone asks you for any of these, it isn't Defera. Stop, don't reply, and contact us.
How to check a message
- Don't use its links or buttons. Open the Defera app, or type defera.app into your browser yourself.
- Sign in and open the trip. Your booking details, Payment Schedule and requests are all on your trip page.
- Compare. If what the message says isn't on your trip page, contact us before you act on it.
What real Defera messages look like
- Booking emails come from bookings@mail.defera.app: your booking confirmation, and "Your trip has been paid off!" once our team releases your confirmation number.
- Answers to your requests also appear on the request's card on your trip page, so you can check one there.
- Our website is defera.app. Check the address in your browser before you sign in or enter card details.
- Our phone line is [+1 (415) 319-8553](tel:+14153198553). If someone calls claiming to be Defera and you didn't ask for a call, hang up and call that number yourself.
How to tell an email is really from Defera has more on checking emails.
If you already clicked or replied
We know that's a worrying moment. Here's what to do:
- If you entered your Defera password, reset it with Forgot password? on the sign-in page.
- If you entered card details, call your bank and ask them to block the card.
- Contact us so our team can check your account. Chat with the Defera Concierge, call +1 (415) 319-8553 or email support@defera.app.
Report a scam
If a message, call or website pretends to be Defera, forward it, or a screenshot of it, to security@defera.app. Please leave out your password and full card number.