Every day, thousands of people fall victim to scams by phone, text, or email — often from fraudsters pretending to work for financial institutions. Understanding how these scams work, and knowing exactly what to do if you are targeted, is one of the most effective ways to protect your business.

This article explains what Lili will and will not ask you for, how to recognize common scams, and the steps to take if you believe your account has been compromised.

What Lili will never ask you for

Lili agents will never ask you for:

• Your account password
• A one-time passcode (OTP) or security code
• Your entire Social Security Number
• Your entire debit card number

This type of information should never be shared with anyone. If anyone contacts you claiming to be from Lili and asks for any of the above, do not share it.

What to do immediately:

• Do not share any personal or account information
• Hang up or disengage immediately
• Call us directly at 855-545-4380 to report it and verify whether the contact was legitimate

How to recognize a legitimate Lili communication

• Email: Official Lili emails come from addresses ending in @lilibanking.com, @info.lilibanking.com, @lili.co, or @us.lili.co. If the sender's domain looks different or contains unusual characters, treat it as suspicious.
• Phone: Lili support is available inbound at 855-545-4380, Monday–Friday, 9am–8pm ET. When you call us, we may ask for the last four digits of your SSN, card number, or your address to verify your identity — but we will never call you asking for full sensitive details.
• In-app notifications: The most trusted source of communication is the notification center inside your Lili app. When in doubt, check there first.
• Support email: You can reach Lili support anytime at support@lili.co

4 Common Scam Types

Smishing (text scams)
You receive a text message claiming to be from Lili, asking for a security code or to confirm a transaction. This is a scam attempt — Lili never requests sensitive information via text message.

Phishing (email scams)
You receive an email that asks you to provide personal information or click a suspicious link. This is a scam attempt — Lili only uses secure links to collect documentation, and only to verify your identity or update your account. Pay close attention to the sender's email address before clicking anything.

One example of a phishing attempt impersonating Lili with a fraudulent email carrying the subject line: "Verify your account to stay active." This email links to a fake website and is not from Lili. Do not click any links or enter any information. If you already clicked, reset your password immediately and contact Lili Support.

Social Engineering (phone scams)
A caller claims to be from Lili and asks you to confirm your account or card number. This is a scam attempt. When you call us, we may ask for the last four digits of your SSN, card, or your address to verify your identity — but we will never call you asking for full sensitive details.

Skimming and Malware
Fraudsters can install card readers on ATMs, gas station pumps, and point-of-sale terminals to capture your card data without your knowledge. Malware and spyware installed on your device can also capture passwords and card information. Inspect card readers for anything that looks loose or unusual, and avoid saving card details in unsecured apps or browsers.

Proactive steps to keep your account safe

• Only make online purchases from merchants you know and trust — avoid clicking payment links sent via email or text.
• Never share your card details over email, Slack, or text messages — even with teammates.
• Keep your Lili login password strong and unique. Do not reuse passwords across other services.
• Review your transaction activity regularly and enable real-time notifications in the app so you are alerted the moment a transaction occurs.
• If you manage team members with card access, review and update their permissions regularly under Settings in your Lili account.
• If something doesn't feel right, stop the conversation and contact our team directly at 855-545-4380. It's better to be cautious — we'll always be here to help verify anything you're unsure about.

If you think your account has been compromised

Act quickly. Follow these steps in order:

1. Freeze your card immediately. Go to Cards in the Lili app and tap Freeze Card to prevent any further transactions. If your card is lost or stolen, log in and freeze it immediately.
2. Reset your password. Update your Lili account password from Main Menu then Profile then Account Security. If you clicked a suspicious link or entered information on a fake website, do this first.
3. Review recent transactions. Check your Checking Account for any unrecognized activity. If you find something suspicious, contact Lili Support to dispute the transaction.

Contact Lili Support. Call 855-545-4380 (Monday–Friday, 9am–8pm ET) or email support@lili.co to report the incident. Our team will investigate and, if needed, issue you a new card.

Lili is a financial technology company, not a bank. Banking services are provided by Sunrise Banks, N.A., Member FDIC. The Lili Visa® Debit Card is issued by Sunrise Banks, N.A., Member FDIC, pursuant to a license from Visa U.S.A., Inc. The Card may be used everywhere Visa debit cards are accepted. 

Wire Transfer services are provided by Column Bank N.A., Member FDIC. All wires are subject to acceptance criteria and risk-based review and may be rejected at the sole discretion of Column Bank N. A. or Lili App Inc.