If you believe someone is misusing your identity, your Xertilox account, or attempting to conduct fraud through the Xertilox platform, use the steps below. This guidance applies to both wallet users and organisations that rely on Xertilox for verification.

Report an issue to Xertilox

For individuals (wallet users)

If something does not look right, or you believe your data or account may have been used without your permission, contact our team immediately. We can help you:

  • Review any recent verification requests
  • Check your account activity
  • Secure your identity wallet
  • Provide guidance on next steps

Email us at support@xertilox.com.

For organisations (platform users)

Please contact us if you suspect a candidate's documents or identity may be fraudulent, notice an unusual or inconsistent verification result, believe your organisation's access may have been misused, receive suspicious emails or requests claiming to be from Xertilox, or need support with a high-risk or complex check. We can help you:

  • Review submissions and verification outcomes
  • Re-check liveness and document integrity signals
  • Secure your organisation's Xertilox access
  • Provide guidance on next steps and compliance actions

Email us at info@xertilox.com or call +44 20 4538 0684.

Report fraud to Action Fraud (UK)

Action Fraud is the UK's national reporting centre for cybercrime and fraud. If you believe you have been the victim of fraud, or someone is attempting to impersonate you or a trusted organisation, you should also report it directly to Action Fraud at www.actionfraud.police.uk.

Action Fraud will:

  • Record your report
  • Provide an NFRC crime reference number
  • Offer guidance on what to do next
  • Forward the case to the National Fraud Intelligence Bureau (NFIB)

Helpful signs of fraudulent activity

Wallet users may notice:

  • Verification requests you did not expect
  • Messages asking you to "confirm your identity" outside the app
  • Urgent requests for personal details

Platform users may notice:

  • Inconsistent document data
  • Failed liveness checks followed by repeated attempts
  • Unusual behaviour, mismatched details, or suspicious patterns
  • Attempts to bypass normal verification steps
  • Emails claiming to be from Xertilox but from unverified sources

How Xertilox protects you

We provide strong security for individuals and organisations, including:

  • Encrypted credential storage
  • Real-time document and liveness checks
  • Permission-based data sharing
  • Secure organisation-level access controls
  • Audit trails for all verification events
  • Fraud detection and anomaly flagging
  • Clear user-controlled data logs

You always control what is shared. No organisation can access your data without your explicit consent.