Fraud FAQs

General Information

Cellular fraud or cloning is defined as the unauthorized use, tampering or manipulation of a mobile phone or service. At one time, cloning of mobile phones accounted for a large portion of fraud. As a result, the Wireless Telephone Protection Act of 1998 expanded the prior law to criminalize the use, possession, manufacture or sale of cloning hardware or software.

Contact Customer Care to file a report if you suspect your phone has been cloned.

Every mobile phone has a unique telephone number (MIN) and mobile equipment identifier (MEID). A cloned phone has been illegally reprogrammed to transmit the MIN/MEID of a legitimate mobile phone to receive wireless service illegally. Both the legitimate and the cloned phones are able to be used.
We have significantly reduced cloning fraud for our customers through the deployment of our digital network and various anti-fraud technologies.
Contact Customer Care to file a report if you suspect your phone has been cloned.
Contact Customer Care to file a report if you suspect your phone has been cloned.

Fraudulent Email (Phishing) and Text Messaging Scams (Smishing)

“Phishing” and “smishing” are designed to steal information by posing as a legitimate company. Criminals attempt to con or mislead individuals into providing personal information in many ways, including by email, text message and scam phone calls that appear to be from a legitimate business. Personal information that may be requested includes:

  • Credit card information
  • Account passwords
  • Account information
  • Other valuable information
Email and text message scams usually use well-known brand names such as a bank, an insurance carrier or even Liv Cellular. These deceptive messages are sometimes called “spoof emails” because they “spoof” or fake the appearance of a known website or company. Typically, the message requests the recipient to update or confirm personal information. Links may be provided to a website that may also display the company logo or other recognized elements of the company. If a user visits the website, malware may be downloaded to the user’s device or the criminal will capture information supplied by the user.

There are several indicators of an email or text message scam, including:

  • Generic greetings. Instead of using your name, many message scams begin with a general greeting, such as: “Dear [Company Name] customer.”
  • Incorrect account information. The message will attempt to scare you with a large account balance, a warning that someone has recently updated your account or a prize or special offer that must be claimed quickly.
  • A false sense of urgency. The message will attempt to compel you to act by threatening that your account is in jeopardy if you don’t update your information as soon as possible, or with a short deadline to claim a prize or special offer.
  • Fake links. Links may appear valid, but typically go to fraudulent websites. Always check where a link is going before you click. On a computer you can do this by hovering your mouse over the link (without clicking it) and looking at the website address in your browser’s status bar, which is usually in a bottom corner of the screen. If it appears suspicious, don’t click the link. Alternatively, go directly to the company website from your browser, not through any links sent in messages.
If you receive a message that appears to be from Liv Cellular but seems suspicious:

  1. Don’t respond to the email or click any links in it
  2. Delete the fraudulent message.
If you clicked any links, your device may be at risk. You should immediately run your anti-virus / anti-malware software and then change usernames and passwords for your online accounts.

You can also visit the Federal Trade Commission Consumer Information website to find more information regarding scams.

If you receive a text message that appears suspicious or you think could be spam delete it. You shouldn’t open any links in the message.