Detecting possible suspicious and fraudulent accounts and behaviors

A Practical Guide for LMS Partners
Fraud in the eMobility industry has increased significantly. Since late 2024, Last Mile Solutions has expanded its fraud-protection activities by launching a dedicated Fraud Protection department. LMS now actively monitors registration patterns, usage behavior and transactional anomalies across the entire platform.

Fraud detection, however, is always a shared responsibility. You as provider validate end users, activate accounts and maintain the customer relationship. LMS cannot verify the legitimacy of personal data on its own.

This page helps you identify suspicious registrations, card misuse and abnormal charging behavior. All examples below are indicators, not proof. Fraud is always about the overall pattern.

Manual Account Activation

Since 1 May, LMS no longer uses automatic activation. Every new account must be manually reviewed before it becomes active. This prevents fraudulent users from gaining instant access to charging networks.

When evaluating a new registration, check whether the information is complete, logical and consistent. Consider whether the personal details make sense, whether the address matches the postcode and whether the phone number and bank details are realistic. If anything seems irregular or you cannot confidently validate the user, do not activate the account.

If you want LMS to perform an additional validation, or if the information appears suspicious, contact fraudprotection@lastmilesolutions.com and include the account ID and your observations. The case will then follow the process described on our Fraud Case Handling Guidelines page.

Fraudsters typically rely on one of three approaches:

False Data
Invented names combined with real addresses, postcodes, phone numbers or bank accounts.

Bulk Registrations with False or Stolen Data
Bots create large volumes of accounts using repeated or slightly altered names, disposable email addresses or reused address/bank combinations.

Stolen Identities
Fraudsters gather enough personal information about a real person (through purchased data, mailbox access or leaks) to create highly convincing registrations.

These registrations often look legitimate at first, but small inconsistencies reveal the pattern. If you encounter multiple accounts with similar names, repeated address–bank combinations or suspicious email domains, notify fraudprotection@lastmilesolutions.com and include the account ID and your observations. The case will then follow the process described on our Fraud Case Handling Guidelines page.

Typical indicators used by fraudsters
Fraudulent registrations may appear legitimate at first glance. However, there are strong patterns that commonly occur. A single signal does not confirm fraud, but the more indicators appear together, the higher the risk.

Unusual or inconsistent personal information

• Names, street names and cities written without any capital letters
• Unusual or unrealistic name combinations
• Email addresses with many numbers (e.g., johndoe998228@gmail.com)
• Disposable or temporary email domains
• Address–postcode combinations that do not exist or do not match the stated country

Phone number or bank account mismatch

• Phone number from a different country than the registered address
• Bank account from a different country (can be valid, but rarely combined with other anomalies)
• Bank accounts known from previous fraud cases

Registration behavior that does not match normal users

• Registrations in time zones that do not match the address (e.g. NL address with Vienna timezone)
• Large numbers of new accounts in a short time
• Multiple accounts with identical or slightly altered names (strong bot indicator)

If you see repeated names or patterns suggesting automation, contact fraudprotection@lastmilesolutions.com immediately and include the account ID and your observations. The case will then follow the process described on our Fraud Case Handling Guidelines page.

Not every fraud case is visible at registration. Many cases only become apparent once the user begins charging. Here you can detect strong signals.

Unusual or extreme charging patterns

• More than 200 kWh per day (not realistic for normal private use)
• Old accounts suddenly becoming highly active after months or years of inactivity
• New users charging large volumes within 48 hours of registration

Simultaneous or overlapping transactions

• Two sessions at the same time using the same card
• Overlapping sessions on different charge points or locations

If such activity appears, deactivate the card or account as appropriate and report the case (with card number or account ID) to fraudprotection@lastmilesolutions.com and include the external card ID and your observations. The case will then follow the process described on our Fraud Case Handling Guidelines page.

Fraudsters often contact support desks to bypass security barriers. They may attempt to gain access or obtain sensitive information.

Common red flags include:

• Emotional pressure (“I need it now”, “I cannot work tomorrow”)
• Requests to reactivate cards after deactivation
• Attempts to obtain card ranges, card numbers or billing information
• Inconsistent stories or repeated changes in explanation

Follow standard verification procedures at all times. If a case feels suspicious, report it to fraudprotection@lastmilesolutions.com so the fraud team can check broader patterns.

LMS has visibility across the entire network and can detect patterns that an individual partner cannot see.

Our fraud team monitors:

• Registration patterns across the platform
• High-volume behaviour
• Card misuse across multiple CPO networks
• Large-scale behavioral patterns across many accounts and partners

If you have doubts, LMS can quickly assess whether the behavior fits known fraud scenarios.

In addition to partner checks, the Fraud Protection team has broader visibility across the entire LMS platform. This allows us to detect connections between accounts, repeated patterns and cross-network misuse that individual providers cannot see.

Where needed, the Fraud Protection team proactively deactivates cards or accounts to protect users, providers and the platform. If you want LMS to assess a specific account or behaviour, contact fraudprotection@lastmilesolutions.com.

Below is a clear and professional decision framework.

If you are unsure before activation

• Do not activate the account
• Review inconsistencies
• Request clarification from the end user
• Contact: fraudprotection@lastmilesolutions.com
  → Include the account ID and your observations

If you detect suspicious or clearly fraudulent behavior on an active account or card

• Fraudulent card activity within an otherwise valid account
  → Block the specific card
  → Notify fraudprotection@lastmilesolutions.com
• Account appears fraudulent (single card or full account)
  → Deactivate the account and select reason “Fraud”
  → Inform fraudprotection@lastmilesolutions.com
• You want LMS to perform an extra check before activation
  → Send a verification request to fraudprotection@lastmilesolutions.com

No single signal is decisive; fraud is always about the pattern. LMS and partners share responsibility, and early reporting ensures safe network operation.

No single indicator is proof of fraud. It is always about the overall pattern. Your insight into customer information is essential, and our data-driven monitoring completes the picture.

Together, we can detect fraud early, protect legitimate users and minimise operational or financial risk.