How to recognise and avoid email impersonation scams

We’ve recently detected a surge in sophisticated scam emails impersonating pay.com.au. These fraudulent emails typically contain urgent payment requests, account alerts, suspicious attachments, and links to fake websites.

While most email servers can detect and filter these scams as spam, sophisticated attacks occasionally slip through. This makes it crucial for our customers to know how to identify suspicious emails and stay protected.

What is an email scam?

This scam trend involves scammers posing as as a certain company (such as pay.com.au) through an email. The content of these fraudulent emails can typically contain urgent messages, payment demads, deceptive links and sometimes even false documents as attachments.

You may receive automated voice calls about your account, requests for remote computer access, or notice altered branding and unusual logos in communications.

To protect yourself, never click suspicious links, provide personal information, or engage with unexpected communications. If you’re unsure about an email’s legitimacy, contact us directly through our official channels to verify before taking any action.

Read on to learn the exact warning signs to look out for in suspicious emails.

How to spot email scams 🚩

Verify the email address

• Legitimate emails only come from: @pay.com.au or @comms.pay.com.au
• Hover over the sender’s name to reveal the true address
• be cautious—scammers can fake this address to make their messages appear authentic.
• Don’t trust display names alone – they can be faked

Look for urgency and pressure warning signs

These could contain the following language or red flags:

• “Immediate action required”
• “Account suspension pending”
• Threats about account closure
• Limited time offers that seem too good to be true

Suspicious links

• Hover over links to preview the URL
• Watch for slight misspellings (e.g., pay-com.au, paye.com.au)
• Be wary of shortened URLs
• Links to unexpected websites

Poor communication quality

• Spelling and grammar errors
• Inconsistent formatting
• Misused or outdated company logos
• Unusual greetings or sign-offs

Requests for sensitive information

• Asking for passwords
• Requesting credit card details
• Seeking personal banking information
• Demanding immediate payment

Unexpected attachments

• Files you weren’t expecting
• Unusual file types
• Generic names like “invoice.pdf”
• Documents requiring enable macros

What are some common scam scenarios?

• Fake overdue payment notices
• False account verification requests
• Notification to reconfirm bank or payment details
• Suspicious refund offers
• Unexpected prize notifications
• Request to update payment details

Best practices to follow

Never:

• Click suspicious links
• Download unexpected attachments
• Provide passwords or financial details

Always:

• Check the sender’s full email address
• Verify requests through official channels
• Look for official email headers, footers and signatures
• Trust your instincts if something feels off
• Report suspicious emails to support@pay.com.au

Remember: pay.com.au never ask you to provide sensitive information via email or pressure you into making urgent payments. If any information is required, it will be sent via a secure link and portal.

If you’re unsure about something

It’s best to trust your instincts, pause and access.

1. Take a screenshot of the suspicious email
2. Contact support@pay.com.au directly
3. Don’t click any links or respond to the email

We understand that email scams are becoming increasingly sophisticated, but staying vigilant is your best defense. Remember that pay.com.au will never pressure you into urgent payments or request sensitive information via email.

If you’re ever unsure about a communication you’ve received, pause before taking any action. Trust your instincts and reach out to us directly at support@pay.com.au. Your account security is our top priority, and we’re here to help protect you from potential scams.

Written by Dan Withinshaw

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About the author

Dan is a content marketing specialist at pay.com.au who transforms complex rewards programs into compelling stories. Drawing from his Kiwi roots and global adventures, he brings a unique perspective to finding value in points redemptions. With experience in startups and scale-ups, he helps readers unlock the potential of their rewards. Outside of work, you'll find Dan producing music, mixing on the decks, and immersing himself in Melbourne's sports and music culture.