One day, I suddenly received a notification from PayPay saying, ``Your payment for XX yen has been completed.'' But I don't remember paying that much.

This is really frustrating. Many people panic, thinking, "Has it been hacked?" or "Is it being used fraudulently?"

But wait a minute. In fact, only a few of the notifications that I didn't recognize were actually fraudulent. There are also quite a few patterns in which, if you look closely, it turns out to be you, such as family members using the service or automatic subscription payments being withdrawn.

In this article, based on the PayPay official help as of February 2026, we have summarized in an easy-to-understand manner the steps to check first when you receive a payment you do not recognize, and how to apply for compensation if it is truly fraudulent.

First, calm down and check your "transaction history"

If you receive a payment notification that you do not recognize, the first thing to do is to check your transaction history in the PayPay app.

The steps are easy.

  1. Open PayPay app
  2. Tap [Wallet] at the bottom right of the home screen
  3. Tap "See more" in Transaction history
  4. Tap the relevant transaction and check payment number, date and time, amount, payee

According to PayPay official help "About transaction history", you can also narrow down your search by period and transaction type in the transaction history. "When, where, and how much" will be displayed, so first check here to see if you have any idea.

It wasn't fraudulent use! 5 common misunderstandings

Actually, there are quite a few cases where you think it's a payment you don't recognize, but it turned out to be your own. Please check if the following pattern applies to you.

1. Family members were using the same account

PayPay allows one account per smartphone, but a family member may have unlocked it and used it for payment. In particular, there are surprisingly many cases where children borrow smartphones to shop at convenience stores.

2. Automatic subscription withdrawal

Monthly charges for services linked to your PayPay card (credit card) may be displayed on your PayPay statement. Check to see if you have any subscriptions you've forgotten about, such as Netflix or Spotify.

3. Difference in billing timing for “pay later”

If you are using PayPay's "Pay Later" service, there is a time lag between the actual payment date and the date you receive the bill. You may be notified of purchases made a week or two ago, so try to remember what you did a while ago.

4. Store name looks different

The store name displayed in your transaction history may differ from the actual store name. For example, the name of the operating company may be displayed as "○○ Co., Ltd.", or it may be written in English, and you may feel that you don't recognize it.

5. In-app purchases via Google Play/Apple

If you set PayPay card as a payment method for Google Play or Apple ID, in-app purchases and game purchases will be charged in the name of "Google" or "Apple." PayPay Official Help also provides information on how to deal with charges from Apple that you do not recognize.

What to do if there is really unauthorized use [4 steps]

If you check all the above patterns and still don't recognize it, there is a possibility of unauthorized use. Please follow the steps below and stay calm.

Step 1: Change your PayPay account password

First of all, change your password immediately to prevent further damage. You can change it from [Account] → [Security and Privacy] in the PayPay app.

Step 2: Check/stop linked cards/bank accounts

The credit card or bank account registered with PayPay may have been used fraudulently. Check to see if there is any card linkage that you are not aware of, and contact your credit card company or bank and request them to suspend usage.

Step 3: File a police report

This is super important. In order to receive compensation from PayPay, it is necessary to report the damage to the police in advance. PayPay's official compensation application page also clearly states, ``We cannot respond unless you report the damage to the police.''

Go to the nearest police station and file a report of unauthorized use. If you write down your receipt number, the subsequent process will be smoother.

Step 4: Apply for compensation to PayPay

After reporting to the police, apply from PayPay's Compensation Application Form. The required information is as follows:

  • Date, time and amount of the affected transaction
  • Payment (transaction) number
  • Police report address and receipt number
  • Contact email address

PayPay's compensation system—how far will it go?

As of February 2026, PayPay provides full compensation for unauthorized use (from PayPay "Safety Initiatives").

However, the following conditions apply.

  • Apply within 60 days from the date of damage
  • Compensation is limited to one time in principle per PayPay account
  • Does not apply to use by family members or cohabitants
  • Not applicable if there is intentional or gross negligence on the part of the user

The review is expected to take approximately 2 to 3 months from the application date. Please note that you will not get your money back immediately.

I want to do it now! 5 settings to prevent unauthorized use

It's too late after the damage has occurred, so make the following settings now.

1. Enable biometric authentication (face recognition/fingerprint authentication) on the device

Turn on [Account] → [Security and Privacy] → [Enable device authentication] in the PayPay app. Facial or fingerprint authentication is required when making payments, making it difficult for someone to use your smartphone even if you drop it.

2. Set the upper limit of available amount

As recommended on the PayPay's official fraud prevention page, setting a maximum payment amount per day can minimize damage in the event of an accident.

3. Turn on notifications from PayPay

If you set it to receive payment completion notifications immediately, you will be able to notice fraudulent payments as soon as possible. Check whether PayPay notifications are turned off in your smartphone settings.

4. Be careful of phishing emails and SMS

From 2025 to 2026, phishing scams pretending to be PayPay will increase. Report of the Anti-Phishing Council (May 2025) also warns of this. Never tap a link in an SMS or email that says ``Your account has been restricted'' or ``You must verify your identity.''

5. Cancel unnecessary credit card linkage

Is your unused credit card still registered in PayPay? It is safe to keep your card information to a minimum.

How to contact PayPay

PayPay has a dedicated inquiry desk. If you suspect unauthorized use, please contact us using the following methods.

  • Telephone: 0120-990-634 (available 24 hours/toll free)
  • For checking unauthorized use: 0800-700-9085 (Weekdays 9:00-18:00, toll free)
  • In-app: PayPay app → [Account] → [Help] → Inquiry

When making inquiries, it will be smoother if you write down the transaction date and time, amount, and payment number in advance.

FAQ

I saw a payment I didn't recognize on PayPay, but it was later canceled. Is this abuse?

There are cases where an authorization (temporary hold) is displayed temporarily and then automatically canceled. Although it is possible that an attempt at unauthorized use was detected and blocked, we recommend changing your password and checking your transaction history just to be safe.

Is it really necessary to report to the police to apply for PayPay compensation?

Yes, it is required. PayPay's official help page clearly states, "We cannot respond unless you report the damage to the police." File a damage report at the nearest police station, take note of the receipt number, and apply for compensation from PayPay.

When will I get the compensated money back?

As of February 2026, it is estimated that it will take approximately 2 to 3 months from the application date to complete the review. The screening results will be sent to the email address entered in the form.

Should I notify PayPay about fraudulent use of my PayPay card (credit card)?

In case of unauthorized use of PayPay card, it is necessary to contact PayPay Card Co., Ltd., not the PayPay app. Please inquire from the PayPay card's help page or call the phone number on the back of the card. Please note that the counter for unauthorized use of PayPay balances is different.

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