Code-word policy for urgent voice requests

1 Our policy

At , anyone who gets an urgent request by phone, voice note or video call to send money, share a password or code, or change bank details asks for the code word before doing anything.

1. Who knows it: (owner, managers and anyone who handles payments).
2. How to ask: the person receiving the request asks “What's our word?”. Never say the word first or hint at it.
3. Wrong answer, or the caller dodges it: hang up and call back on a number you already had. Then tell .
4. Where it lives: in people's heads, or on paper in a safe place. Never in email, chat, shared documents or AI tools.
5. When it changes: every months, when someone leaves, and straight away if it may have leaked.

The code word adds to the call-back rule, it doesn't replace it. For any bank-detail change, still call back on a known number.

2 Choosing a good word

• Two unrelated words are better than one, for example a colour and a kitchen object.
• Nothing that appears online: not a pet's name, street, team or birthday.
• Easy to say and hear clearly on a bad line.
• Share it face to face. If that's impossible, split it across two different channels.

3 If a code word doesn't fit

Use a challenge question only the real person can answer and that isn't online, such as something that happened at work last week. Agree it in advance.

4 Record (never write the word here)

Part of the free Excubo template kit. The same idea works for families: agree a word for “I'm in trouble, send money” calls. Reviewed 27 October 2026.