What not to share in messages

Never share your password or payment details, such as a card number, in an Esano message. Esano shows this reminder before your first message to a shop and in every message email.

What to keep out of messages

• Your Esano password.
• Card numbers or other payment details.

Shops don't need either to answer a question. You enter payment details at checkout, never in a message. See Payment methods and currency on Esano.

Esano keeps messages

The message panel says: "Esano keeps messages to prevent fraud and help with disputes." Archiving a conversation hides it from your inbox but doesn't delete it. Write your messages as if Esano and the shop may read them back later.

For how Esano handles your information, read the Privacy Policy.

Pay only through Esano checkout

If a shop asks you to pay outside Esano, say no, don't send money or payment details, and report the conversation with the reason Scam or asking to pay outside Esano. See never pay outside Esano for how these scams work and report a message or conversation for the steps.

Other things to be careful with

• Messages are plain text. You can't send files in them, so be cautious about links from anyone, and don't enter your password on a page you reached from a message.
• Don't share more personal information than the question needs.
• If a shop asks for something that doesn't fit a digital file purchase, ask why, or report it.

Questions you can safely ask

Ask about what a file includes, formats, sizes, licenses, or whether the shop can make a custom version. See Esano license types explained and How custom orders work.

If you already shared something

Change your password right away. If you shared card details, contact your card issuer. Then email customerservice@esano.com or use Contact Esano support. See Spot phishing and scam messages for more on staying safe on Esano.