We ensure protections against fraud attacks, faster identification and suspension of fraudsters: Google Pay

Launched in 2017 as a digital wallet platform and online payment system, Google Pay claims to have around 6.7 crore active users as of September 2019, up from 2.2 crore in September 2018. But with growing digitisation and usage of e-wallets there have also been many instances of frauds.

Moneycontrol’s Hiral Thanawala spoke to Mallika Kodali, Product Manager, Google Pay about how fraudsters influence users and seek personal or banking information. Apart from not revealing personal details, Mallika stresses the need to take precautions while using Unified Payments Interface (UPI) apps or when unknown people call. Edited excerpts.

Q: What are the safety measures that Google Pay is taking for users?

A: We have launched Google Pay with the finest of Google’s security infrastructure, leveraging our experience of 20 years of bringing some of the world’s most helpful technology products to billions of users worldwide. Some of these are, enhanced fraud protections with safetynet. In these, beyond the ‘one device - one account’ safeguards offered by UPI, Google Pay is secured with Google Pay advanced fraud models and backed by Google’s authentication platform, ensuring world class protections against fraud attacks and faster identification and suspension of fraudsters. We offer secure access to users. The PIN entry screens in Google Pay have been secured against remote desktop attacks since the early days of app’s launch, keeping our users safe, even when widespread scams have affected other digital payments users.

Our exhaustive risk relations check at the on-boarding stage prevents known bad actors from recreating their accounts on the app. Since its launch, Google Pay uses machine learning-based scam prevention models, and also displays explicit warnings if a user receives a request from someone suspicious or not in their contacts. To prevent scams, with explicit language and prominent warnings during collect requests. The collect requests as a flow are unique to UPI and thus might be new to several users. For this reason, Google Pay displays very clear and prominent warnings to the user about what it entails at each step. Additionally, Google Pay now sends app notifications as well as SMS to inform users each time they receive a collect request to highlight that approving the request will deduct money from the users’ bank accounts.

Q: What is the grievance redressal procedure for fraud complaints? How should victims reach out to you?

A: For any complaints, users can reach Google Pay support via a toll-free number (1-800-419-0157) or through the 'Help' menu in the app. Users should not call customer care numbers posted on social media as they could be fake.

Q: How do fraudsters influence users and seek personal/bank information? How should users avoid fraudsters in such situations?

A: Fraudsters are now calling out of context, randomly and posing as representatives from your bank, UPI app firm or the credit card issuing bank. The purpose of their calls is to collect your sensitive data. So, when you receive a call from an unknown number claiming to be calling on behalf of your bank or insurance service provider, be very cautious. They may seek personal information about government identification number, bank account details, UPI login, bank or UPI security pin, card details, etc. You should immediately disconnect such calls. You are not required to ever, reveal these details to anyone on call, no matter how convincing they sound.

In some cases you might be expecting a call – for example, you may have contacted your bank or insurance company for some clarification or information, and may be expecting an update. Even in such cases, beware of the call conversation.

While you are on a call or are online and a fraudster seeks an instant transaction, it is a fraud alert signal. The caller would prefer standing by or holding the line until you complete the transaction. During any call from unknown persons, do not accept a collect request on the UPI app, as you may end up transferring the amount to unknown people. Avoid clicking on a link sent over SMS / email to update your know your customer (KYC), as this is usually a message from fraudsters. Also, do not share your mobile screen using unauthorised mobile apps since it’s a technique used by fraudsters to seek your personal information and net banking / UPI login details. Lastly, only engage with the authorised customer care number available in the company’s official website while seeking any information or for registering grievances.

Q: Despite the security measures that your firm claims are in place, social media posts highlight many instances of funds fraudulently transferred out of users' Google Pay accounts. What are you doing about it?

A: Regarding complaints on social media, there are several instances of  users wrongly accepting pay requests from fraudsters, resulting in money getting transferred from their bank accounts. It is a mistake on the user's part, and so the company is not liable. However, we are running a user awareness drive on a regular basis through print and social media.