Received an email from "Carousell" linking to a third-party website that is asking for your email address, password or any other personal information? If so, it is probably not from us.
Here are some tips on how to identify a suspicious email to keep your account safe:
How do I know if the email is from Carousell?
Emails from Carousell about your account always come from @carousell.com. Check the sender's email address and ensure that there are no spelling errors.
Other than on our own website (http://carousell.com/) or links found in our Help Centre, we will never direct you to websites to key in the following details:
- Email address
- Credit or debit card number
- Mobile number
If the email links to a URL that you don't recognise, don't tap or click it. If you did already, do not enter any personal information on the website that opened.
Carousell will never request for payment through a 3rd party vendor or website. Any payment to be processed is only made through the app.
What should I do if I clicked a link or provided personal information?
Change your Carousell password to a new one that is strong and unique to Carousell
Update your password on any websites where you used the same email and password combination
Contact your financial institution if you entered any payment information, as it may have been compromised
- We strongly encourage checking your bank statement and to contact your financial institution immediately, if you see any suspicious transactions made
Send us a screenshot of the email you received, with the sender and link visible through our chat support or submit a request to us.
Please contact us if you think your email was changed without your permission so we can help you change it back.
How do I keep my account safe?
Be extra alert when you receive an email requesting personal information.
- Check the sender’s address to see if it looks legitimate, and look out for spelling errors too
- Do not click on suspicious links claiming to be from Carousell (check the URL!)
- Do not respond to emails asking for your password, credit card information or any other personal information
When in doubt, check with our customer support team. We're available on live chat from 10AM–6PM on weekdays. Live chat is only available for users in Hong Kong, Malaysia, Philippines and Singapore. Select the floating chat button at the bottom right-hand corner of this page to start chatting with us. Alternatively, we invite you to submit a request to us.