What to do in case of phishing?

Phishing and smishing are forms of digital fraud. Internet fraudsters try to steal something from you by sending a fake e-mail or text message. Sometimes the Internet scammers create a fake message and pretend that it comes from PostNL. They send you an e-mail in the hope that you will transfer money. Or they ask you to log in to steal your information. Have you received an email or text message from PostNL but don't trust it? Here's how to recognize phishing and avoid falling into the trap.

What is the sender’s e-mail address?

Does the e-mail address end in @postnl.nl or @postnl.be? Then there is a good chance that the message can be trusted. But that's not entirely certain. Internet fraudsters are increasingly changing the sender as well. So never trust just the sender!

Is the e-mail personal or impersonal?

Fake messages are usually not addressed to you personally. For example, does an e-mail begin with "Dear customer"? Then be on your guard.

Are there language errors in the message?

Fake messages often contain language errors. Is the language used sloppy? If so, alarm bells should ring.

Do you need to do something urgently?

Senders of fake messages are almost always in a hurry. They use texts like "last chance" or "pay immediately". Never allow yourself to be pressured!

Are you asked to check or share personal data?

Fake messages often ask for your personal data. At PostNL we never ask you for personal details by e-mail or text message. So never click on a link to update your account.

Do you have to click on a link?

A fake message often contains a link or button that sends you to an untrustworthy website. So before you click, check where the link goes. Genuine PostNL websites almost always end in postnl.be. For example, my.postnl.be.

Messages from PostNL

At PostNL we send various messages. For example, a notification that your package is on its way or a request to pay customs clearance costs. We may also ask you to participate in a customer survey.

Good to know: we will never ask you in an e-mail or text message to pay via a payment link. So don't do this! Instead, go to our track & trace page.

E-mail or SMS about customs clearance costs

Do you have to pay customs clearance costs, but are you not sure about the message you received from PostNL? We always refer you to track & trace page first. If you enter your track & trace code there, you can view your invoice and pay safely. We will never ask you in an e-mail or SMS to pay via a payment link. So don't do this! Go to our track & trace page instead.

Report phishing

We do our best to detect and block fake messages or websites. Would you like to help us? If you receive a fake message or see a fake website, please send it to phishing@postnl.nl. This way we can warn others and prevent more people from becoming victims.

Is it a phishing website? If so, also report it to the National Fraud Hotline through their website. The Fraud Reporting Centre does not deal with substantive issues. However, they will ensure that your report is forwarded to the right authority.

You can also report fraud to your local police. It could happen to any of us, so don't feel ashamed.

You can read more about using the internet securely and online privacy at https://www.safeonweb.be/nl.

Clicked, paid, downloaded or shared?

Have you clicked on something or entered your details somewhere nonetheless? Then we advise you to check your computer or phone immediately with a virus scanner. Did you enter your password somewhere? Then change it as soon as possible. Does it concern bank details? Then contact your bank immediately. Did you accidentally download a fake app? Then delete it and follow all the steps described above.