Nequi or Daviplata account stolen? What to do now

Most people who lose their Nequi or Daviplata account aren't really hacked. Someone talks them into handing over their clave or a code that just arrived on their phone. Both wallets say they will never ask for your clave or call you for a code, so the rule is simple: never share them. If you already did, or you see movements you don't recognize, block the account through the official app or website, change your clave and report it.

What a thief needs, and the tricks to get it

Both wallets use a four-digit clave, the PIN you type to open the app and move money. For bigger changes, like moving the account to another phone or resetting the clave, they also send a code by text message (Nequi can also use WhatsApp or email). Nequi's app also shows a six-digit clave dinámica, used for PSE payments and to log in on its website.

Every trick below aims to get your clave, a fresh code, or both:

• Fake support. A profile with the wallet's logo on social media, a WhatsApp chat or a phone call says your account is blocked or needs an update. To "fix" it, they ask for your clave, a code or a small "test payment". Nequi says it will never ask for your clave, your clave dinámica, withdrawal codes or test payments. Daviplata says it will never ask for your clave by any channel or for codes by phone.
• "I sent you money by mistake." A transfer lands and a stranger asks you to send it back to a different number. Our guide on money sent to you by mistake explains why you should let the wallet handle it.
• Fake login pages and apps. A link in a text, an email or an ad opens a copy of the login screen at an address like soporte-billetera.co. What you type there goes to the scammer. Other versions ask you to install a new app "to update your account". Nequi warns not to install apps that messages ask you to download.
• "Read me the code." A stranger, or a friend whose WhatsApp was stolen, asks you to forward the code that just arrived. It may be the code that moves your account to their phone. Some codes are for cash: Daviplata sends a six-digit code by message for withdrawals at Davivienda ATMs and corresponsales.
• SIM swap. Someone gets your mobile carrier to move your number to a new SIM card by pretending to be you. Your phone suddenly loses signal, and your text messages, codes included, arrive on theirs.

The one rule: your clave and codes are only for you

Type your clave and codes into the official app yourself. Never say them, forward them or type them on a page someone sent you, whoever they claim to be: the wallet, your bank, the police or a friend. Anyone who asks is running the scam. The rule works because both wallets check who you are before the account moves to a new phone: Nequi asks for a face scan and Daviplata runs its own identity check.

How to reach the real support

Don't answer "support" that contacts you first. Start the conversation yourself, from the app or from an address you type:

• Nequi: the Ayuda button in the app, or the chat on nequi.com.co, open 24 hours. Its page on how to contact Nequi lists the phone line and the official WhatsApp.
• Daviplata: the ¿Necesita ayuda? button in the app, where advisors answer around the clock, or ¿Necesitas ayuda? on daviplata.com.

Both publish the short numbers their text messages come from, and Daviplata's security tips say its emails come only from @davivienda.com. A logo or a name in a chat proves nothing: anyone can copy them.

When a message worries you, paste it into the scam checker. Nequi and Daviplata are on its list of known brands, so a message that names them but links elsewhere gets a warning and shows the official domain. The text stays in your browser; only the links go to our server (api.ethorns.com) to see where they lead and how old their domain is, and results are kept for up to an hour. The lookalike domain checker, which runs in your browser, reveals hidden letters from other alphabets in a link, though a plain fake like soporte-billetera.co passes it. More signs in how to spot fake websites.

If you gave a code or see strange movements

1. Block the account. On Nequi, go to nequi.com.co, choose Entrar and use Bloqueo de pánico, or call the line listed in the app and on the website. If your phone was stolen, log in to Nequi on another phone: linking it closes the session on the old one. On Daviplata, use ¿Necesita ayuda? in the app, or Bloquear DaviPlata in the Ayuda y seguridad menu on daviplata.com, which opens its help chat to block it for loss or theft.
2. Change your clave as soon as you're back in. On Nequi: Tu perfil, Ajustes, Seguridad, Cambia tu clave, confirmed with a face scan. On Daviplata: Cambiar clave y correo, in the Más Servicios menu.
3. Call your carrier if your SIM stopped working. If your phone shows no service where others have signal, call from another phone and ask whether your line was moved. If the phone was stolen, Nequi also recommends asking the carrier to block the line.
4. Report every movement you don't recognize. Take screenshots first. In Nequi, open Movimientos, pick the movement, tap ¿Algún problema con este movimiento? and choose No reconozco este movimiento; you get a case number. In Daviplata, report it through ¿Necesita ayuda?.
5. Report it to the authorities. If you were tricked into sending money, Nequi's help center asks for a report to the Fiscalía. Our guide on where to report a scam lists the channels in Colombia and where to go if the wallet doesn't help. The scammed or hacked? what now tool puts the steps in order: choose "I gave my card or bank details, or a one-time code". It sends nothing anywhere.
6. Ignore anyone offering to recover your money for a fee. That's a second scam.

Prevention that takes five minutes

• A screen lock on your phone: a PIN, pattern, fingerprint or face. Without it, anyone holding your phone can read the codes that arrive.
• A locked app. Both apps ask for your clave to get in, and Nequi can use your fingerprint or Face ID instead. Use a clave you don't use anywhere else, and don't lend your phone with the app open.
• WhatsApp two-step verification. Nequi can send its security code by WhatsApp, so whoever takes over your WhatsApp may see it. Turn it on with our WhatsApp two-step verification guide.
• Apps only from the official store, never one that someone asks you to install.
• Care with QR codes. Nobody needs you to scan a code to send you money. Read an unexpected QR image first with the QR code reader: it runs on your device and shows what the code contains and who a payment code pays. More in how to check a payment QR.

Quick checklist

• I never share my clave, my clave dinámica or any code.
• I contact Nequi or Daviplata only from the app or an address I type myself.
• I know where to block: Bloqueo de pánico on Nequi, ¿Necesita ayuda? on Daviplata.
• My phone has a screen lock, and my clave isn't a birthday or part of my ID.
• WhatsApp two-step verification is on.
• If my SIM suddenly stops working, I call my carrier right away.

Frequently asked questions

Someone from "Nequi" or "Daviplata" called and asked for a code. Was it them?

Treat it as a scam. Both wallets say they don't ask for claves or codes by phone. Hang up, open the app yourself and report the call through its help option.

My phone was stolen. Is my money gone?

Not necessarily: moving money needs your clave. Block the account right away, ask your carrier to block the line, and change your clave once you're back in on another phone.

Will I get my money back?

There's no guarantee. Nequi says recovery depends on each case and on the investigations. Your best chance is to report within minutes, not days.

Try it

• 1.1Is it a scam?Paste a message or link you received and see its warning signs: brand look-alikes, new domains, short links, scam wording.
• 1.7Lookalike domain detectorCheck a link or domain for look-alike tricks: letters from other alphabets, digits for letters, a hidden real domain.
• 1.2Scammed or hacked? What nowSteps for the first hours after a scam or a hack: a bad link, a shared code, a stolen WhatsApp, money sent.
• 4.8QR code readerRead a QR code from a photo, screenshot or camera and see what it contains, including who a payment QR pays.