What Esano will never ask you for

Esano will never ask you for the six-digit code in your account emails. Esano's message screen also tells you never to share passwords or payment details in messages.

Never share these with anyone

Sign-in, confirmation and reset codes

Account emails from no-reply@updates.esano.com carry a six-digit code. Each one says: don't share this code with anyone, and Esano will never ask you for it. Someone who asks you to read the code back to them is trying to get into your account. See What to do if your account was taken over if that happened.

Your password

Enter your password only on esano.com, in the sign-in window or under Account settings → Security. The message screen on Esano says: "Never share passwords or payment details." That applies to messages with shops and buyers, and to any message that claims to be from Esano. See What not to share in messages.

Card numbers and payment details

You pay by card on a Stripe payment page that opens from your Esano cart. Esano's Privacy Policy says Esano doesn't store credit card information. Nobody needs your card number, security code or bank login in a message or email, so don't send them. See How Esano protects your data.

Bank details (sellers)

Sellers connect a Stripe account from the Seller hub. You finish on Stripe's secure site, where you confirm your identity and add the bank account you want paid into. Stripe keeps your bank details, and Esano never sees them. Only enter bank or tax information on a Stripe page that you opened from esano.com, never on a page sent to you in an email or message. See Connect Stripe to get paid.

What it's fine to share

• The order number or the link to a listing when you contact support.
• Screenshots that show the problem. Hide any code or password first.
• Details of what happened, to help support look into it.

Your own questions to a shop about a listing or an order are fine too. Keep them about the file.

Warning signs of a fake request

• A "support agent" who asks for your code or password.
• A "shop" or "buyer" who asks you to pay or deliver outside Esano. See Never pay outside Esano.
• An email that looks like Esano but comes from a different address. See Recognize real emails from Esano.
• A page that asks for your password after you followed a link from a message.

What to do if you shared something

• A code or password: change your password and sign out everywhere. The steps are in What to do if your account was taken over.
• A card number: call your card issuer and ask them to watch or replace the card.
• Bank details: contact your bank, then email customerservice@esano.com.

To report the message that asked, see Report a message or conversation or forward the email to customerservice@esano.com. You can also use Contact Esano support.