Help
Contact
Thanks, your message has been sent.
FAQFraud Information
First steps
What is Broad and how do I use it?
The Broad account is a multicurrency wallet account that allows you to hold, manage and exchange Pounds, Euros and US Dollars directly in the app.
With the account, you can also send and receive money from friends who have Broad accounts, as well as split your bills with them. All of these can be done in real-time via app. You can also use the Broad account to hold money in other currencies and start saving for your next trip.
Alongside the account, Broad offers a Mastercard debit card that you can use across millions of establishments around the world.
With the account, you can also send and receive money from friends who have Broad accounts, as well as split your bills with them. All of these can be done in real-time via app. You can also use the Broad account to hold money in other currencies and start saving for your next trip.
Alongside the account, Broad offers a Mastercard debit card that you can use across millions of establishments around the world.
How do I open my Broad account?
Opening a Broad account is very simple: download the Broad app for iOS or Android, go through the onboarding process and we will confirm that your account has been created within moment. In a few steps you will have access to a global financial life!
Broad account
What currencies can I hold at my Broad account?
Currently, you can hold Pounds Sterling (GBP), Euros (EUR) and US Dollars (USD) in your Broad account, and we will add more currencies soon. You can of course use Real (BRL) to top up you Broad account.
How do I add funds to my Broad account?
You can top up your Broad account with Pounds Sterling via local wires in the UK using your Account Number and Sort Code, as well as send international remittances in Euros within the Euro Zone via SEPA transfers to your account. To find both of these details from your account, open the app and go to “Profile” > “Account information”.
Also, you can add funds to your Broad account by exchanging Brazilian Reais into supported currencies. To do so, open the app and go to “Add funds” to select the currency you want to hold and the amount you want to deposit. After confirming the top-up, do the Pix to your account with Ouribank S.A. shown in the app. Once the Pix is completed, your deposit will arrive at your Broad account in up to three business days.
Top-ups from Brazil to your Broad account are done by Ouribank S.A. and your account with Ouribank S.A. is opened when you open your Broad account.
Also, you can add funds to your Broad account by exchanging Brazilian Reais into supported currencies. To do so, open the app and go to “Add funds” to select the currency you want to hold and the amount you want to deposit. After confirming the top-up, do the Pix to your account with Ouribank S.A. shown in the app. Once the Pix is completed, your deposit will arrive at your Broad account in up to three business days.
Top-ups from Brazil to your Broad account are done by Ouribank S.A. and your account with Ouribank S.A. is opened when you open your Broad account.
Broad card
How do I use the Broad debit card?
The Broad debit card can be used any anywhere that accepts Mastercard. There are millions of merchants around the world that accept it.
We currently have the virtual card, which can be accessed through your app at any time, and the plastic card available. We will launch the digital card for ApplePay and GooglePay soon!
We currently have the virtual card, which can be accessed through your app at any time, and the plastic card available. We will launch the digital card for ApplePay and GooglePay soon!
In which countries does the Broad card work?
Your Broad card has the Mastercard brand and is accepted by millions of websites and merchants in over 210 countries.
Safeguarding Your E-Money Account and Card
How can I protect my account information?
- Never share account details, PIN, or OTP with anyone, even if they claim to be from Broad, your bank or the police.
- Use strong, unique passwords and enable two-factor authentication (2FA).
- Avoid reusing passwords and change them regularly.
How do I protect my devices?
- Install and update antivirus/anti-malware software.
- Avoid using unsecured public Wi-Fi; use a VPN if necessary.
- Keep your operating system and banking apps, including Broad app, up to date.
What are the card safety tips?
- Shield your PIN when using ATMs or card terminals.
- Sign new cards immediately upon receipt.
- Store cards securely and report loss or theft promptly.
Steps to Take in the Event of Fraud or Unauthorised Transactions
What should I do if my card is lost or stolen?
1. Report it immediately via our mobile app.
2. Block the card using the app.
3. A replacement card will be issued, and the incident investigated.
2. Block the card using the app.
3. A replacement card will be issued, and the incident investigated.
How do I report unauthorised transactions?
1. Contact us immediately with transaction details (date, amount, and merchant).
2. We will initiate an investigation and reimburse unauthorised amounts where applicable.
2. We will initiate an investigation and reimburse unauthorised amounts where applicable.
Preventing Authorised Push Payment (APP) Fraud
What are common scam types I should recognise?
- Impersonation Scams: Fraudsters posing as Broad, your bank, police, or trusted companies.
- Investment Scams: High-return, low-risk offers are usually fraudulent.
- Invoice Scams: Always verify payment requests directly with the company.
What steps can I take to stay safe from APP fraud?
- Double-check payment details before making any transfer.
- Use the Confirmation of Payee (CoP) service to verify account names.
- Pause and verify requests by contacting us directly if unsure.
Reporting Fraud or Unauthorised Transactions
How can I contact Broad to report fraud?
- Email: Email us at ola@broad.app.
- Mobile App: Use the "Report error" option within each transaction of the app.
What should I expect after reporting fraud?
- We will block your account or card to prevent further activity.
- You may be asked to provide additional information or evidence.
- We will provide regular updates on the investigation.
Additional Safety Tips and Resources
What additional tips can help me stay safe?
- Be cautious of unsolicited messages or calls requesting personal or financial information.
- Regularly review account statements for unusual activity.
Where can I find more resources about fraud prevention?
- Action Fraud: www.actionfraud.police.uk
- FCA Scam Smart: www.fca.org.uk/scamsmart
Join now
Awesome! We have sent you an email.
Scan the QR Code, download the app and join Broad
