Contact us right away at splitpay.com/help. Account takeover is treated seriously — our compliance team reviews it and works with you on resolution.
First steps, before anything else:
Change your Split Pay password — log in at splitpay.com/account, open your account settings, and go to Password
Check your email — has the recovery email been changed? Has anyone else been added?
Review your transaction history in the app — note any charges you don't recognize
Contact us at splitpay.com/help and tell us specifically what's wrong (charges you didn't make, Split Pay account changes you didn't authorize, etc.)
What we'll do:
Verify your identity before discussing account details — extra careful here because if someone got into your Split Pay account, we need to know we're talking to you
Our compliance team reviews the case in full — typically a 1 business day response time
Help you secure the account — change credentials, review payment methods, lock down access
Process formal disputes for any unauthorized payments that have settled
What to include in your report:
The dates and amounts of any charges you didn't authorize
Any password reset or security emails you didn't request
Whether you've shared your password with anyone (even a partner or family member)
Whether you noticed anything else unusual
Important — don't share more credentials: if you suspect account takeover, don't share more credentials over chat or email, even with us. Our verification process doesn't require your password.
About scheduled second Split Pay payments:
If the charge you don't recognize is your scheduled second Split Pay payment processing on its due date, that's not unauthorized — that's the second part of a Split Pay arrangement you originally authorized. See the FAQ on Why is my first payment bigger than my second payment?.
If the problem goes beyond your Split Pay account — multiple accounts affected, identity theft — also let your bank know so it can protect your other accounts, and consider filing a report with the FTC at identitytheft.gov.