Security Incident Reporting

 

The security of your payments and personal data is our priority. If you suspect a security incident or fraud related to our payment services, please contact us without delay.

 

When to contact us:

• suspected unauthorized or fraudulent transaction,
• suspected misuse of your payment or login credentials,
• phishing (fraudulent email, SMS, or phone call impersonating Besteron),
• suspected data breach or misuse of personal data,
• technical failure with a potential impact on payment security.

 

How to report an incident:

Email us at helpdesk@besteron.sk or call +421 2 33 52 7675. If possible, please include the following information in your report:

1. A description of the incident and what it concerns.
2. The date and time when you noticed the incident.
3. The payment or transaction ID (if available).
4. Your contact details for follow-up.
5. An attachment, such as a screenshot of the suspicious message or screen.

 

What we recommend you do immediately if you suspect fraud:

• if you have disclosed your payment card details, contact your bank immediately and request that your card be blocked,
• change your login passwords if you suspect they have been compromised,
• do not open links or attachments contained in suspicious messages and do not disclose your login credentials, PIN, or one-time authentication codes to anyone.

 

How we handle your report:

Every report is recorded immediately and handled separately from standard complaints. We assess its security relevance without delay. We will inform you about the receipt of your report and the next steps within a reasonable timeframe, taking into account the progress of the security investigation and the protection of confidential information. If the incident affects your financial interests, we will notify you without undue delay and inform you about the measures taken to mitigate any potential consequences.

 

Our helpdesk is available every day from 8:00 a.m. to 8:00 p.m.