Keeping your Rootsy account secure helps protect your personal information, purchase history, and payment-related activity.
Rootsy uses security safeguards and works with payment and technology providers to support safe marketplace transactions. However, protecting your login credentials and recognizing suspicious activity are also important.
This guide explains how to secure your buyer account, recognize potential scams, and report unauthorized activity.
1. How to Keep Your Rootsy Account Secure
We recommend following these account security practices:
Use a strong, unique password.
Avoid reusing passwords from other websites.
Keep your registered email account secure.
Never share your password with another person.
Do not disclose one-time verification codes.
Sign out after using a shared or public device.
Keep your browser and device software updated.
Avoid clicking suspicious links.
Review your account and order activity periodically.
Always access Rootsy through its official website:
2. How to Recognize Suspicious Emails and Messages
Fraudulent messages sometimes imitate legitimate businesses to obtain personal information or payment details.
Be cautious of messages that:
Ask you to reveal your account password.
Request one-time verification codes.
Direct you to an unfamiliar login website.
Demand urgent payment to prevent account closure.
Claim that your order requires payment through an unrelated website.
Contain unexpected attachments or suspicious links.
Ask for confidential banking or payment information.
Pressure you to act immediately without allowing verification.
If you're unsure whether a message is legitimate, contact Rootsy Customer Support through the official support portal.
3. How to Protect Yourself From Phishing
Phishing occurs when someone attempts to trick you into sharing confidential information through a fraudulent email, message, or website.
To reduce the risk:
Check the sender and destination of any suspicious message.
Avoid clicking unfamiliar links.
Open the Rootsy website directly instead of following unexpected login links.
Never enter your password into an unfamiliar website.
Do not share authentication codes.
Report suspicious messages to Rootsy Support.
If you have already entered your password on a suspicious website, change it promptly through the official Rootsy website and secure your associated email account.
4. What If Someone Accessed My Rootsy Account Without Permission?
If you believe someone has accessed your account:
Step 1: Secure your email account.
Review your email security settings and change your email password if necessary.
Step 2: Change your Rootsy password.
If you can still access your Rootsy account safely, change your password using the available account security or password recovery process.
Step 3: Review your account information.
Check for:
Unfamiliar orders.
Unexpected changes to your name or contact information.
Changes to your shipping address.
Other account activity you do not recognize.
Step 4: Contact Rootsy Customer Support.
Report the suspected unauthorized activity promptly.
Step 5: Contact your financial institution if necessary.
If you notice unauthorized payment activity, contact your bank or card issuer as soon as possible.
5. What If I Receive a Password Reset Email I Didn't Request?
An unexpected password reset email does not necessarily mean someone has accessed your account.
However, it may indicate that someone attempted to initiate the recovery process.
If you receive an unexpected password reset message:
Do not click suspicious links.
Do not share the recovery link.
Open https://www.rootsy.ca directly.
Review your account security if you can sign in safely.
Change your password if you suspect it has been compromised.
Contact Rootsy Support if you notice additional suspicious activity.
Never forward your password reset link or verification code to another person.
6. How to Recognize Suspicious Seller Requests
Rootsy connects buyers with independent Canadian sellers.
Be cautious if someone claiming to be a seller asks you to:
Pay for an order outside the authorized Rootsy checkout process.
Send a separate payment to a personal bank account.
Share your Rootsy password.
Provide a one-time verification code.
Send sensitive financial information through an unsecured message.
Visit an unfamiliar website to complete an existing Rootsy order.
Provide unnecessary personal information unrelated to order fulfilment.
If a seller request seems unusual, contact Rootsy Support before taking action.
Do not assume that a request is legitimate simply because it references a product you purchased.
7. How Does Rootsy Handle Payment Security?
Rootsy uses Stripe as its payment processing provider.
According to Rootsy's Privacy Policy, payment card information is processed by Stripe under applicable payment security standards.
Rootsy does not store full credit card numbers, CVV codes, or payment card security codes on Rootsy-controlled systems.
When making a purchase:
Use the authorized Rootsy checkout process.
Review the order total before submitting payment.
Avoid sending payment card details through email or chat.
Do not disclose your card security code to sellers.
Report suspicious payment requests.
No online service can guarantee absolute protection against every security threat.
8. What If I Notice an Unauthorized Order or Charge?
If you notice a purchase or payment that you do not recognize:
Review your Rootsy order history.
Confirm that the transaction was not made by someone authorized to use your account or payment method.
Secure your Rootsy account if you suspect unauthorized access.
Contact Rootsy Customer Support.
Contact your bank or card issuer promptly if you believe a charge is unauthorized.
Preserve any relevant transaction information.
When contacting Rootsy, provide the order number if available, the date of the transaction, and a description of your concern.
Do not send complete card numbers, CVV codes, or banking passwords.
9. What If My Account Is Locked or Restricted?
Rootsy may restrict account access when verification, suspected fraud, security concerns, or other account-related issues require review.
If you receive an account restriction message:
Review the information shown.
Avoid repeatedly attempting to bypass the restriction.
Contact Rootsy Customer Support.
Describe the message or problem.
Complete any authorized identity-verification requirements.
The steps required to restore account access depend on the reason for the restriction.
Rootsy cannot guarantee immediate restoration in every case.
10. How to Report Suspicious Activity to Rootsy
If you suspect fraud, phishing, account misuse, or another security issue, contact Rootsy Customer Support.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
When submitting your report, include:
The email address associated with your Rootsy account.
A description of the suspicious activity.
When the issue occurred.
Any relevant order number.
Screenshots of suspicious messages, where safe and appropriate.
Other non-sensitive information that may help the investigation.
Do not include passwords, verification codes, or complete payment card details.
If you believe your account is actively compromised, take steps to secure your credentials without waiting for a support response.
11. What Happens After I Report a Security Concern?
Rootsy may review the information you provide and take appropriate action based on the circumstances.
Depending on the issue, the review may involve:
Checking relevant account activity.
Reviewing suspicious orders or transactions.
Assessing possible account misuse.
Requesting additional identity verification.
Reviewing seller-related activity.
Investigating potential marketplace policy violations.
Restricting access where appropriate.
Coordinating with relevant service providers.
The information Rootsy can disclose about an investigation may be limited by privacy, confidentiality, and security requirements.
Investigation times and outcomes vary.
12. How Does Rootsy Protect Personal Information?
Rootsy's Privacy Policy describes safeguards intended to help protect personal information, including:
Access controls.
Encryption where appropriate.
Secure transmission protocols.
Authentication mechanisms.
Security monitoring and logging.
Vendor security requirements.
Security review procedures.
Rootsy may use fraud-prevention and account-protection measures to identify suspicious activity.
Although these safeguards help manage risks, no method of electronic storage or online transmission is completely secure.
Users are also responsible for protecting their passwords, devices, and account credentials.
13. What If I Believe My Personal Information Has Been Exposed?
If you believe your personal information may have been accessed, disclosed, or misused without authorization:
Secure affected accounts.
Change compromised passwords.
Review account and payment activity.
Contact Rootsy Support.
Explain what information may be affected.
Follow any relevant instructions from your financial institution or other affected service providers.
Rootsy's Privacy Policy describes how it handles personal information and security incidents, including notifications where required by law.
For privacy-related concerns, you may also contact Rootsy through the contact information provided in its Privacy Policy.
For concerns involving the unauthorized access, disclosure, or misuse of personal information, you may also contact Rootsy's Privacy Officer at contact@rootsy.ca.
14. Can Rootsy Support Ask for My Password or Verification Code?
You should never provide your password, password reset link, or one-time verification code to anyone claiming to represent Rootsy.
Support representatives may require reasonable information to identify your account or investigate a problem, but you should provide sensitive information only through authorized and appropriately secure processes.
If someone asks for your password or verification code, treat the request as suspicious and report it.
15. Tips for Shopping Safely on Rootsy
Before placing an order:
Review the product description carefully.
Check the listed seller information.
Read relevant shipping and return conditions.
Confirm the product's price and checkout total.
Use the authorized Rootsy checkout process.
Avoid sharing unnecessary personal information.
Be cautious of requests to complete payment outside Rootsy.
Keep your order confirmation and transaction information.
If a listing or seller interaction raises concerns, contact Rootsy Support before proceeding.
Frequently Asked Questions
How can I make my Rootsy account more secure?
Use a strong, unique password, secure your email account, avoid suspicious links, and review account activity periodically.
What should I do if someone accessed my account?
Secure your credentials, review your account activity, contact Rootsy Support, and notify your payment provider if necessary.
Is it safe to share my Rootsy password with a seller?
No. Never share your password with a seller or anyone else.
What if I receive a suspicious email claiming to be from Rootsy?
Avoid clicking unfamiliar links and contact Rootsy through its official support portal.
What if I receive a password reset message I didn't request?
Do not share the recovery link. Review your account security and contact support if you suspect unauthorized activity.
Should I pay a Rootsy seller outside the website?
Use the authorized Rootsy checkout process. Report suspicious requests for off-platform payments.
Does Rootsy store my full credit card number?
According to Rootsy's Privacy Policy, payment card data is processed by Stripe, and Rootsy does not store full card numbers or CVV codes on Rootsy-controlled systems.
What if I notice an unfamiliar order?
Review your account, secure your credentials if needed, and contact Rootsy Support promptly.
What if my account is restricted?
Contact Rootsy Support and follow the authorized verification or account review process.
How do I report suspicious seller activity?
Contact Rootsy Support and provide the relevant seller, product, order, and communication details.
Can Rootsy guarantee that my information will never be compromised?
No online platform can guarantee absolute security. Rootsy describes safeguards designed to reduce security and privacy risks.
Where can I report a suspected privacy or security incident?
Contact Rootsy Customer Support or use the relevant contact information in Rootsy's Privacy Policy.
Related Help Articles
For additional guidance, see:
How to Access and Manage Your Rootsy Buyer Account — Account, Payments & Safety → Buyer Account and Login Security.
How to Reset Your Rootsy Password and Recover Account Access — Account, Payments & Safety → Buyer Account and Login Security.
How to Update Your Rootsy Buyer Profile and Shipping Information — Account, Payments & Safety → Buyer Account and Login Security.
Troubleshooting Checkout and Payment Issues on Rootsy — Buying on Rootsy → Shopping and Checkout.
Need Help With Account Security?
If you suspect unauthorized account access, suspicious seller activity, phishing, or an unrecognized order, contact Rootsy Customer Support.
Support Centre: https://support.rootsy.ca/support/home
Email: support@rootsy.ca
Provide a clear description of your concern, any relevant order details, and appropriate supporting evidence.
Never share passwords, one-time verification codes, password reset links, or complete payment card information.
Rootsy — Stronger Together, Locally Rooted.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article