ShieldPay will communicate with you in the following ways (among other common ways such as telephone for customer service and this website):
- By email, if the information communicated is not sensitive for security reasons. For example, we use email to notify you of payments sent or a change in your account settings. These email notices are usually routine confirmations of action you have taken, but if you did not take the action notified, then you must act immediately, and not be sending a reply email. See “What to do in case of a security problem” if you suspect unauthorised usage of your account. Also be aware about phishing or scam communications. See “Phishing or Scam Communications” for more information.
- Besides confirmation of actions taken, we use emails to get your attention (such as when you have a payment awaiting your acceptance or your withdrawal) and for general announcements to all users such as updates to our online agreements or new features about the ShieldPay Service. We keep confidential information in emails to a minimum because email is not a highly secure means of communication.
- A reply to one of our automatic emails will not get the attention from us that we will want to give to a message from you. If you must reply, please use firstname.lastname@example.org or our online chat to react to an emailed notification from us, or to confirm the authenticity of an email from us.
- By notifications on your smartphone or tablet computer, if the settings on your device permit us to give you these notifications. These notifications serve the same purposes as the email notifications described above and let you discover unauthorised usage of your account. See “What to do in case of a security problem” below if you suspect unauthorised usage.
This is not an exhaustive list; for example, if you telephone our Customer Service, then of course that communication will be by telephone.