Security Advice

ATM Safety

Automatic teller machines (ATMs) are now an integral part of our day-to-day financial needs. Located at convenient locations like malls and supermarkets, ATMs have simplified personal cash management. While our ATM experiences have gotten better and better over the years, the frequency of ATM frauds has also increased.

For your security, we recommend that you change your ATM PIN regularly. Simply visit any Mashreq ATM and select the "Change PIN" option for an instant PIN change.

Some additional tips to help make your ATM experience more secure:

  • Be especially cautious when strangers offer to help you at an ATM, or if you notice any suspicious activity at or around the ATM area. If you see any such activity please report immediately to the bank.
  • Use ATM locations that you are familiar with so any changes will be more apparent; for example, a false attachment on the front of the machine will jut out a couple of inches, or a new sticker affixed on the front that you have never seen before may tip you off that a fraudster has altered the machine.
  • Ensure that other individuals at the ATM queue keep an acceptable distance from you. Be on the look-out for individuals who might be watching you enter your PIN.
  • Stand close to the ATM and shield the keypad with your hand when keying in your PIN.
  • If you feel the ATM is not working normally, press the Cancel key and withdraw your card and then proceed to another ATM, reporting the matter to the bank.
  • Never force your card into the card slot. Keep your printed transaction record so that you can compare your ATM receipts to your monthly statement.
  • If your card gets jammed, retained, or lost, or if you are interfered with at an ATM, report this immediately to the bank
  • Do not be in a hurry during the transaction and carefully secure your card and cash in your wallet, handbag or pocket before leaving the ATM.
  • Memorize your PIN (if you must write it down, do so in a disguised manner and never carry it with your card).
  • Never disclose your PIN to anyone, whether to a family member, bank staff or police.
  • Do not use obvious and guessable numbers for your PIN like your date of birth, or the last four digits of your phone number.
  • Change your PIN periodically, and if you think it may have been compromised, change it immediately.

Card Safety

The suggestions below are aimed to help you enjoy a safer card usage experience:

  • Sign your card on the signature panel as soon as you receive it.
  • Do not leave any card in your car’s glove compartment. An alarmingly high proportion of credit card thefts are from car glove compartments.
  • Ensure that you get your card back after every purchase.
  • Always check sales vouchers for the correct purchase amount before you sign them, and keep copies of your vouchers.
  • Always check your billing statements and verify the amount of your purchases.
  • Make a comprehensive list of all your cards and their numbers and store it in a safe place.
  • Do not volunteer any personal information when you use your card, other than by displaying personal ID as requested by the merchant.
  • Do not lend your card to anybody. You are responsible for its use. Some card disputes can be traced directly to customer's family and friends.

Online Security

At Mashreq, we take the security of your accounts very seriously. While we continuously upgrade our online security features to ensure you are always protected, it is also important you understand your role and obligations to ensure the safety of your information regarding online / mobile banking, ATMs, and Credit / Debit cards.

Guarding Yourself against Phishing Emails

We have noticed a recent rise in the number of Phishing emails claiming to be sent out by reputable financial institutions, including Mashreq.

Phishing is an attempt by fraudsters to ‘fish’ out your banking details by using a web-page that usually looks very similar to the bank’s web page. You are then asked to provide sensitive financial information including online banking passwords that can then be used to tap into your accounts.

Phishing emails typically claim that access to your account is blocked, or a wrongful credit has been done to your account, or that your account needs to be re-activated. They then ask you to sign on to internet banking to confirm your details.

Mashreq will never contact you and seek your personal details such as account information, password etc at any time. Such information is only required for the normal Personal Internet Banking Sign On process. Please do not to respond to or share any personal information by clicking on any of the links provided within such emails.

Please take the time to find out what you can do to protect yourself against online risks

  • If you receive an email requesting your Online Banking security details like PIN / Transfer Challenge Code, Password or Account Number, please do not respond or click on any link in the email. Mashreq will never send emails that ask for confidential information, other than the normal Online Banking sign on process.
  • Whenever you use a link to access Mashreq Neo Online, check for the web address (URL) it should always begin with and should have a security padlock
  • Any phishing email will display the link as "", but after clicking the web address (URL) of the website that you are taken to will be totally different.
  • On the Sign On page where you enter your User ID and Password please check the thawte certificate displayed on the right hand bottom below the virtual keyboard. Date displayed on this icon will always be current. This enables you to check the site's validity yourself. Always check a site's certificate before entering any sensitive information.
  • We recommend that you type in the URL yourself whenever you access or bookmark / save the URL in your list of 'Favorites'.
  • Delete suspicious e-mails without opening them. If you happen to open them, do not click any link or attachment they may contain.
  • Regularly Sign On to your online accounts, so that you can identify any suspicious activity.

What are we doing to provide you a secure online banking environment

  • Enhanced security features by introducing multi-level transaction limits initiated through online banking.
  • Instant alerts on almost all financial transactions initiated through MashreqOnline sent to your registered mobile number on our records (Please make sure you keep your mobile number contact address updated by visiting any of our branches)
  • Important: If you receive an email claiming to be from Mashreq asking for your financial / personal information, please let us know immediately by calling our 24-Hour Customer Service Centre on 19677 and forward the original email to

General Online Security Tips

Here are a few suggestions to further help you enjoy a secure online experience:

  • Act quickly if you suspect fraud. If you believe someone is trying to commit fraud by pretending to be your bank, notify the bank immediately.
  • Change your online banking password often.
  • Do not visit suspicious sites. If you suspect that a website is not what it claims to be, leave the site immediately. Do not follow any of the instructions it presents.
  • Make sure your home computer has the most current anti-virus software. Install a personal firewall to help prevent unauthorized access to your home computer. This is especially important if you connect to the Internet via broadband.
  • Monitor your transactions. Review your order confirmations, Credit Card and Bank statements as soon as you receive them to make sure you are being charged only for transactions that have taken place. Immediately report any irregularities to your bank.

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