I think someone accessed my Juuli account — what do I do immediately?

If you suspect that someone has gained access to your Juuli account, act quickly and calmly. The steps below help you lock things down and protect your money and personal data. We are here to help you through it.

Do these steps right away

Change your password. Open the app at app.juuli.com and go to Settings → Security to set a new, unique password. This signs out other sessions that may be active.
Freeze your cards. In the Cards section you can instantly freeze any virtual or physical card to block new transactions. You can unfreeze later once your account is secure.
Check your recent activity. Review your transaction history, statements, and any pending transfers for anything you do not recognise.
Verify your contact details. Make sure the email address and phone number on your account have not been changed. Email and phone changes require verification, so unexpected change requests are a warning sign.
Contact us. Email support@juuli.com as soon as possible and tell us what happened. The sooner we know, the faster we can help secure your account.

How your account is protected

Your Juuli login is protected by two-factor authentication (2FA): each time you sign in, we send a one-time PIN code to your registered email address. If you receive a 2FA code that you did not request, someone may be trying to log in. Do not share that code with anyone, and change your password immediately.

Important: we will never ask for your credentials

Juuli staff will never ask you for your password, your 2FA PIN code, or your full card number. If anyone contacts you claiming to be from Juuli and asks for these, it is a scam. Hang up or stop replying, and report it to us at support@juuli.com.

Be cautious of emails or messages with urgent payment requests or unexpected login links.
Always check that you are on app.juuli.com before entering your details.
Use a password that you do not reuse on other services.

What happens next

Once you contact support, our team can review the activity on your account, help you recover access, and take further protective steps where needed. Juuli is a regulated platform, and your e-money and payment services are provided by Stripe Technology Europe, Limited, our authorised Electronic Money Institution — your funds and data are handled under strict regulatory safeguards.

Still have questions? Email our support team at support@juuli.com — we are always glad to help you keep your account safe.