How we contact you

How to check an invoice is really ours

Every invoice we issue exists on this website, at its own address, and is the only version that counts. An email is a notification about an invoice; the invoice itself is here. If the two disagree, the one here is right.

• Sign in and look. Your invoices are under Billing in your account. Type cards.xinnace.co.za into your browser yourself rather than following a link from the message you are checking.
• Check the reference. Ours always look like XC-ABCDE-2609-001 — letters from the card or company, then the year and month, then a number. The bank reference on a real invoice is that same string and nothing else.
• Check the account name. Payments go to Xinnace (Pty) Ltd. Not a person's name, not a trading name, not an account at another bank in our name.
• When in doubt, ask us first. Write to support@xinnace.co.za using an address you already had for us — not one from the message you are unsure about. There is no charge and no bother in asking, and we would far rather answer the question than deal with what follows if you do not.

What we will never do

• We will never tell you our bank details have changed. Any such message is fraudulent, however convincing it looks.
• We will never ask for a password, a one-time PIN or an OTP. Not by email, not on the phone, not ever. We cannot see your password and we have no use for your OTP.
• We will never ask for card details. We do not operate a payment gateway and do not accept, process or store card numbers. Payment is by EFT against an invoice, and nothing else.
• We will never phone to ask you to move money urgently. Urgency is the tool the fraud is built on. A real invoice from us is due 7 days after it is issued and has been sitting on this website since the day it was raised.
• We will never ask you to install software or give someone remote access to your computer.

What we do do

We email an order form before anything is set up or billed, a confirmation once you accept it, an invoice for what it covers, and reminders as that invoice comes due. For a custom card we may send a card brief first, and a link to add My Card to your phone afterwards. All of them come from an address at xinnace.co.za or xinnace.com, and all of them link to this site. A reminder never asks for anything the invoice did not already say.

Where a card was sold for a fixed term, we email you as that term nears its end — 30 days before, 14 days before and 7 days before — and once more the day after it ends if it does. A card that has stopped working should never be something you learn from somebody who tried to scan it. None of those emails asks for a payment: renewing is a quote you accept first, nothing renews itself, and you are never billed for a term you did not agree to.

We may telephone you about work in progress or about an overdue account. We will not ask you to pay to a new account on that call, and if anyone claiming to be us does, you can end the call and check here without any awkwardness — we would rather that than the alternative.

If something has already gone wrong

Tell your bank first — a payment can sometimes be recalled if it is reported quickly, and that window is measured in hours. Then tell us at support@xinnace.co.za so we can check whether anything of ours was involved and warn anyone else who might get the same message.

If what has gone wrong is a security problem — a flaw you have found, or information of yours that appears to have been exposed — write to security@xinnace.co.za with Security in the subject line, and we will acknowledge it within one business day. That address is read as its own queue rather than as part of support, and it is the one named in our Operator Addendum for the same reason.

If you believe personal information has been exposed, you can also complain to the Information Regulator — the details are in our privacy notice.

About the cards themselves

A digital business card is a public page: anyone you give the address to can open it, and anyone can copy how it looks, in the same way they could copy any website. What they cannot copy is where it lives. A genuine XINNACE card is always at cards.xinnace.co.za, its QR codes always point back to that address, and its save-to-contacts file is built by us from the card's own record rather than typed into the page.

So if a card looks right but sits on another domain, it is not one of ours, whatever it says on it. Tell us at support@xinnace.co.za and we will help you deal with it.