Beware of Potential Scam Messages
Keeping your account safe is extremely important to us.
From time to time, players may be contacted by individuals pretending to be Masomo employees, moderators, administrators, or members of the Masomo Support Team. These individuals may attempt to obtain account information by claiming they can provide rewards, recover an account, fix an issue, offer free in-game currency, or provide other benefits.
Please remember: Masomo Support will only assist you through our official support channels.
🎮 How to contact Masomo Support
You can contact Masomo Support directly through our official support channel:
https://support.masomo.com/hc/en-gb/requests/new
You may also access support through the official support/help option available inside our games, where applicable.
If someone contacts you outside of these official channels claiming to be Masomo Support, do not share any account or personal information with them.
Masomo Support will not provide account assistance through private messages on social media, Discord, WhatsApp, Telegram, or other unofficial messaging platforms.
🔐 What information may Masomo Support ask for?
When investigating an account or verifying account ownership, our Support Team may ask you for information related to your game account, such as:
- Your in-game username
- Your User ID / Unique ID
- Information about your account progress
- Device or game-related information needed to investigate a technical issue
- Screenshots or screen recordings showing the issue
- Purchase receipts or transaction IDs when investigating a purchase
- Other account-related information necessary to verify ownership or investigate your request
These questions may vary depending on the issue you are contacting us about.
❌ What will Masomo Support NEVER ask for?
Masomo Support will never ask you to provide:
- Your password
- Your Apple ID, Google, Facebook, or other account password
- Verification or two-factor authentication codes
- Your full credit/debit card details
- Your card PIN or security credentials
- Your online banking password or login credentials
- Gift cards, cryptocurrency, or money sent directly to a support agent
- Remote access to your device
- Your login information through an unofficial website or form
We will also never ask you to transfer your account to another person or provide your login credentials so that a support agent can "log into" your account.
🚨 How to spot a scam
Be suspicious of anyone claiming to represent Masomo who promises:
- Free Diamonds, Coins, characters, or other in-game items
- Free upgrades or account boosts
- Special compensation in exchange for your login information
- Account recovery in exchange for payment
- Exclusive rewards that require you to visit an unofficial website
- Special access to your account through social media or private messaging
If an offer sounds suspicious or requires you to provide sensitive account information, do not proceed.
🛡️ Someone claiming to be Masomo contacted me. What should I do?
Do not provide them with any information and do not click suspicious links.
If you are unsure whether a message is legitimate, contact us directly through our official support channel:
https://support.masomo.com/hc/en-gb/requests/new
Our Support Team can help you determine whether the communication is legitimate.
If possible, include screenshots of the suspicious message, the username or profile of the person who contacted you, and any other relevant information when submitting your report.
Protect your account
Never share your account credentials with another person, even if they claim to work for Masomo.
Remember that you do not need to give anyone your personal information for Masomo Support to assist you.
When in doubt, stop communicating with the person and contact us through the official Masomo Support instead.
Your account security matters to us. Staying cautious and using only official support channels is the best way to protect your account from impersonation and scams.
Keep your information safe. Keep your account safe.
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