When your inbox is flooded with spam and every second call you get is from an unknown number, knowing who and what to trust online is often easier said than done.

At Leaptel, we’re committed to keeping your account safe. It’s just as important as keeping you connected.

Our security protocols not only help protect your account, they also make it a lot easier for you to differentiate between the real Leaptel and a scam.

Two-factor authentication (2FA)

Whether you’re contacting us by phone, email, or live chat, you will need to provide 2FA before we can discuss your Leaptel account. 2FA requires you to provide two proofs of identity, and while it can feel tedious, it helps us safeguard your account and the information on it.

You’ll also need to provide 2FA each time you log in to your Members Portal.

Leaptel login alerts

Every time your Leaptel account is accessed, we’ll send you an email to let you know. If it was you who logged in, you can simply ignore the email. If not, call us ASAP on 1300 205 327 and we’ll investigate.

Certified SMS sender ID

As of July this year, only Leaptel can send SMSs showing ‘Leaptel’ as the sender name. That means any SMS you receive from ‘Leaptel’ is genuinely from us, including 2FA codes. Anyone else trying to use our name will be labelled ‘Unverified’ and the SMS will show up in a separate thread.

If you receive an SMS from someone claiming to be Leaptel but the sender name doesn’t match, don’t trust it.

Compromised device advice

Every now and then, third-party cybersecurity companies will let us know that a customer may have a compromised device within their home network. When that happens, we let the customer know and work with them to resolve the issue.

In extreme cases, we may advise the customer to contact a local IT provider for support.

Please note that we can’t guarantee we will identify all compromised devices. If you think your device has been hacked, follow these steps.

Staff Digital Security training

As part of the onboarding process at Leaptel, every employee must complete comprehensive Digital Security training. The course outlines best practices for handling personal data and protecting customer privacy, so you can rest assured your information is in safe hands.

We’re here to help

Online safety is a lot to keep on top of. The important thing to remember is that if something feels off, it probably is. Always take the time to pause, check, and ask someone you trust.

If you’re ever unsure about a call or message you’ve received from us, please don’t hesitate to get in touch. Our friendly team is just a call away and always happy to verify.