The Fiverr support is requiring credit card numbers to verify account's ownership. Can I trust it?

[invisiblecolor]

Hello,

I have a quick question related to the support team. In order to verify my account ownership, the contact team member is requesting the 6 first numbers and 4 last numbers of the credit card used on my last order. Everything seams fine, the support really kind, and I am sharing the messages through the https://help.fiverr.com/, so everything seams pretty legit, but I got intrigued by reading the paragraph on the safety guidelines.

Fiverr will never contact you via inbox, suggest to scan a QR code, ask you to verify your account using a credit card or request personal information. In order to help our community recognize Fiverr employee accounts, they will appear with our Fiverr logo and say “official Fiverr employee''

https://help-pro.fiverr.com/hc/en-us/articles/16194163308689-Avoiding-spam-and-staying-safe-on-Fiverr


So is the number request valid, can I trust it?

Thanks a lot,
Marcos


 

[Lena]

Hello @invisiblecolor 

It appears to be a scam. Just to be on the safe side, can you please give me your ticket number so that I can check this further?

Please do not share any of your personal information or credit card details. We strongly recommend not opening suspicious links, QR codes, or files from senders you have not contacted directly. Please be aware that Fiverr will never contact you via inbox to request payments, passwords, or private information. 

[invisiblecolor]

Oh, now I am concerned. 😬 Thanks @Lena on checking it for me.

Everything seemed legitimate since the communication occurred solely within the support platform, which I imagine is accessible by the whole team. A support team member informed me that verifying my account ownership through that number was their only and official method, which I found as strange as the account restriction itself that had prompted the need for verification. Later, I learned there had been no reason for the restriction, and my account was restored to normal use.

I imagine it have been just an internal miscommunication regarding team guidelines and practices. I felt in fact that the team member was trying his best to help me, even when I mentioned not trusting this practice.

Here is my ticket number 

#12712311

Thank you Lena for the support, I would be happy to hear back what do you think on this matter.

 

Edited Friday at 05:58 PM by invisiblecolor

[Lena]

Hi again @invisiblecolor 

I can see that all your concerns have been addressed and your issue is now resolved. Always remember, if in doubt, do not hesitate to reach out to our Customer Support. They will be more than happy to help you and will do everything they can to resolve any issue you might experience quickly.

Thank you and enjoy your day!