The message channel
Sign in and open the message panel. Your question is recorded against your account and goes to the customer care team, who reply in the same thread. Sign in again later and the conversation is still there.
- Sign in
The channel is available to signed-in customers, because a message has to be attached to an account to be answered meaningfully.
- Describe what you were doing
Which screen you were on, what you expected, and what happened instead. Specifics are answered faster than general descriptions.
- Send and carry on
There is no need to wait with the panel open. The thread stays in your account until you come back to it.
- Read the reply in the same thread
Replies appear in the conversation rather than arriving by email, so the whole history stays in one place.
What never to send
This applies to any financial institution, not only this one. No legitimate support process needs any of the following in a message.
- Your password. Staff cannot see it and never need it. Anyone asking is not staff.
- A one-time passcode. These exist to prove it is you. Sharing one hands over exactly the control it was issued to protect.
- A full account or card number. Quote the last few digits if asked to identify an account.
- A card security code or PIN. Never required for support.
- Remote access. Do not install screen-sharing software because someone contacted you asking for it. This is a standard step in support-impersonation fraud.
Recognising a genuine contact
Because customer care lives behind sign-in, the test is unusually simple: a genuine exchange is one you can find in your own account.
- Genuine support happens inside the workspace, in the conversation you opened. A reply you cannot see there did not come from customer care.
- Nobody will ever ask you to move money "to a safe account". That instruction is always fraud.
- Check the address bar before signing in. Reaching a sign-in page from a link in a message is the most common way credentials are captured.
- Urgency is a technique. Being pressed to act before you can check is the whole point of the pressure.
The security guide covers these patterns in more detail, including what to do in the first hour after a suspected compromise.
Frequently asked questions
How do I start a conversation with customer care?
Sign in, open the message panel and write your question. It is attached to your account, and the reply comes back in the same thread.
Will the reply arrive by email?
No. Replies appear in the conversation inside your account, which keeps the history in one place and means an email claiming to be a reply from customer care is worth treating with suspicion.
Is the conversation private?
Each conversation is tied to your account, and ownership is checked on every request. The customer care team can read it, which is why a password or a full account number should never appear in one.
Someone contacted me claiming to be from ARUPS. What should I do?
Do not act on it. Open your account yourself, by typing the address or using your own bookmark, and check whether the message is in your conversation. Report anything that asked for a credential or a payment from inside your account.
