Report fraud involving a Juuli account
If you have sent money to a Juuli account and believe you were defrauded, this page explains exactly what to do — and in which order. You do not need to be a Juuli customer to report this to us.
The most common case is invoice redirection: you received what looked like a genuine message from a supplier or contact saying their bank details had changed, and you paid an account that turned out not to be theirs.
Speed matters more than anything else on this page. Funds are often moved on within minutes of arriving. Every hour reduces the chance of recovery, so start with step 1 immediately — before contacting us.
Step 1 — Contact your own bank first
Ask your bank to raise a recall (also called a recall request or funds return) on the payment. This is the single most effective action available to you, and only the bank that sent the money can start it. Do this even if you are unsure whether it was fraud — a recall can be withdrawn, but time cannot be recovered.
Tell your bank the payment date, the amount, the IBAN you paid, and that you believe the payment was obtained by deception.
Step 2 — Report it to the police
Report the fraud to your local police or your country's national fraud reporting service, and keep the reference number. This matters for two reasons: it is usually required by your bank and your insurer, and it is the channel through which account information can lawfully be shared for investigation.
Step 3 — Tell us
Send the details to compliance@juuli.com. To let us act quickly, please include:
- The IBAN you paid (the Juuli account) and the account name shown to you
- The date and amount of the payment, and the payment reference
- The IBAN the money was sent from, and the name of your bank
- Your police or fraud-report reference number, if you already have one
- Whether your bank has already raised a recall
- Any supporting evidence — the invoice, the email showing the changed bank details, and the full email headers if you can obtain them
Please send this from an email address we can reply to, and include a contact name and phone number.
What we will do
We take reports of this kind seriously. When we receive your report we will investigate it, and we cooperate with law enforcement and with the relevant financial institutions in line with our legal and regulatory obligations.
What we cannot do — and why. We are not able to tell you who holds the account, share their personal details, or confirm what happens to their account. Data protection law (GDPR) does not allow us to disclose information about an account holder to a third party. That information can be shared through the proper channel — a request from law enforcement or a court — which is why the police report in step 2 matters so much.
We also cannot guarantee that your money will be returned. Whether a recall succeeds depends on the funds still being available and on the decision of the institutions involved.
If you are a Juuli customer
If the payment came from your own Juuli account, follow the steps above and also read Safe banking — how to recognize fraud, which explains how these scams work and how to avoid them. For an unrecognised transaction on your account, see How to report a suspicious or unrecognised transaction.
Beware of a second scam
People who have lost money are frequently approached again — by someone offering to recover the funds for an upfront fee, sometimes posing as a lawyer, an investigator, a regulator or even Juuli. This is a second scam aimed at the same victim. Juuli will never charge a fee to investigate fraud, and will never contact you asking for payment to release recovered funds.
A note on how we work
Juuli is a regulated platform, not a bank. The e-money and payment services behind Juuli accounts are provided by Stripe Technology Europe, Limited, an Electronic Money Institution authorised by the Central Bank of Ireland (firm reference C187865). Accounts on our platform are subject to identity verification and to ongoing monitoring, and we act on credible reports of misuse.
To report fraud involving a Juuli account: compliance@juuli.com. For all other enquiries, contact support@juuli.com.