We urge you to remain vigilant to scams. Please note, we will never contact our customers requesting their passwords.
Be on high alert for phishing scams
Scammers may contact you by SMS, phone, email or post, pretending to be from Latitude or Gem.
Verify any communications you receive to ensure they are authentic
Inspect the sender's email address for anomalies and be wary of phone numbers originating from unusual geographic locations.
Be careful with links and attachments
Instead of clicking links within emails or SMS, navigate to our website through your browser or visit our app. Do not open attachments from unsolicited contact.
Do not respond to SMS or emails from suspicious numbers or email addresses
If you have received a Latitude or Gem branded scam, please report them to firstname.lastname@example.org and then delete the message.
Monitor your bank accounts
If you spot any unusual or suspicious activity, notify your bank immediately.
Use strong and unique passwords
Regularly update your passwords and ensure you are using strong passwords. Enable multi-factor authentication where possible.
Common Types of Scams
Familiarise yourself with the most common types of scams to help prevent falling victim to them.
Online Safety Organisations
CERT NZ is your first port of call when you need to report a cyber security problem. Cert NZ support businesses, organisations and individuals affected by cyber security incidents, and provide trusted and authoritative information and advice.
You can report an issue by completing an online form.
The National Cyber Security Centre (NCSC) is part of the Government Communications Security Bureau. Their role is to help New Zealand's most significant public and private sector organisations to protect their information systems from advanced cyber-borne threats.
Netsafe is New Zealand's independent, non-profit online safety organisation that provides online safety support, expertise and education to people in New Zealand. You will find simple, easy to understand advice on how to protect yourself online, as well as up-to-date information on the latest online threats and how to respond.
You can report a scam to Netsafe using their incident form.
New Zealand Police provide guidelines to keep yourself safe online and where to get help when things don't go to plan.
To protect your personal information, this is who you need to contact if you're concerned about your online security.
Report a Scam
Received a suspicious email or text message?
- If you believe you've received a Gem branded scam, please forward the email or a screenshot of the text message to email@example.com and then delete the message.
- Please note that while we monitor this inbox, we aren't able to respond to individual emails. You'll receive an automated response to let you know that we are looking into it.
- If you've responded to or actioned a suspicious email or message, it's possible your security has been compromised. Please contact us immediately.
Report a Suspicious Transaction
Seeing some suspicious activity on your account?
If you believe there's fraudulent activity on your account, contact us immediately so we can make sure your account is secure.
If you're concerned about a transaction or charge appearing on your account that may not be yours, you can raise a dispute and we will investigate it.
Report a Lost or Stolen Card
Have a lost, stolen, or damaged card?
Don't panic, you can cancel the card and we'll send you a new one.
Just let us know using the mobile app, Latitude Service Centre or via our online form.
For more information on how to report a lost, stolen or damaged card, please visit here.