We hope your HomeExchange experience is going well so far! As you are an active member of our community, we want you to enjoy your experience safely.
As with any platform, malicious individuals might try to impersonate the HomeExchange identity (by copying our logo, colors, vocabulary etc) by e-mail or SMS. This is why we would like to remind you that all payments to HomeExchange.com are always made directly on our platform.
Our advice on fraudulent e-mails
Pay attention to the sender’s email address.
Our sender addresses will always be one of the following:
- contact@mail.homeexchange.com
- notifications@info.homeexchange.com
- yes_you_can_reply@homeexchange.com
- support@homeexchangehelp.zendesk.com
Be careful about the content of the email.
We will never send you an email asking you to:
- Pay a deposit (to reserve accommodation, for cleaning fees etc.), or pay for your annual membership or GuestPoints.
- Change the accommodation which you initially planned to exchange with, without going through the platform. Registration of all exchanges are always made within our messaging system.
- Share personal information, such as your password, bank details or any private information.
Beware of tempting offers received by email (such as invitations to stay in unusual homes) with the need to pay an additional deposit by bank transfer, international transfer etc.*
Never agree to pay a deposit directly to your host. Our site manages the entire deposit process via a secure system, acting as a trusted third party.
Keep your conversations on our secure messaging system before finalizing your exchange.
To prevent scams, a message is displayed in your conversations to remind you that the exchange must be finalized on the platform and that no payment should be made on a third-party platform.
Your role in staying safe is essential!
Contact our Member Support if you have the slightest doubt about the authenticity of an e-mail. Together we can counter this practice: as soon as an account is reported, it is automatically excluded from the site.
To find out more, you can also read our dedicated pages here:
- Fraud risks: our advice and recommendations
- How can I be sure this email is from HomeExchange?
- What do I do if a member asks me to pay outside of the HomeExchange platform?
- What is the deposit?
Our teams continue to fight against these fraudulent actions impacting on our website, so you can be guaranteed a secure service. In the face of this ongoing challenge, it is essential that we all remain vigilant.
And of course we’ll be there to help you if you have any concerns or worries!