Fake text messages and calls: How to stay safe

Sometimes, fraudsters send out fake text messages to customers, pretending to be from Starling.

The fake texts may be about setting up direct debits or receiving a call from us. These texts are not from Starling – so if you receive one of these, please ignore it.

Fraudsters can even spoof a phone number, making a text look like it’s from a genuine company. The message may even appear in a chain of real texts.

The scammers may have obtained personal and contact information, which could have been gathered by phishing emails/texts.

Starling will never:

• Call you and ask you to move money out of your account

• Request you make or approve a payment in the app or ask you to read out your online payment code

• Ask you to read out the code that enables you to add your card to a mobile wallet (such as Apple Pay or Google Pay)

• Ask you to verify direct debit details

If you receive a call or text that looks like it’s from Starling:

• Hang up / don’t click on any links in the text

• Open the ‘Help’ section of your Starling app – you’ll see a banner which will confirm when we last called you. It may even confirm that Starling has never called you.

• Phone 159 – this service will put you in touch with Starling directly

• Or call us using the number on the back of your card – never return the call you missed or phone the number that’s sent the fake text

If we need to call you:

• We will ask security questions over the phone to ensure we’re talking to the right customer

• We won’t mind at all if you choose to hang up and then call us back using the number on the back of your card 

How to spot a fake text

A text from Starling will never:

• Ask you to provide personal information, such as a PIN

• Ask you to click on a link

• State that suspicious activity has been detected on your account

Remember, if you receive an unexpected call from Starling, hang up. 

#StopChallengeProtect

To keep your account safe, you should:

• Stop: Is the person on the phone who they say they are?

• Challenge: We would never have a problem with you hanging up and calling us back on the number found on your debit card  in fact, we would see this as a really positive thing to do

• Protect: If in doubt, don’t. Fraudsters can manipulate you into a state of panic. Try to stay calm, hang up and call 159. 

Article updated: 27 May 2026