Hacked Account (Under review)
The objective of this article is to guide customer service agents in assisting customers who report their accounts have been compromised, ensuring secure and efficient resolution.
Ask the customer to elaborate on why they believe their account is compromised.
We might temporarily block the account if required. (If the customer has available funds or pending withdrawals or bets)
Create Intercom ticket to keep the customer informed.
Proceed with the escalation for account verification (Ownership verification required)
Document all information in the Slack escalation: include what the customer provided and also your own findings (IPs registered, unusual behavior, etc)
Immediately inform accounting/finance team in case there is a withdrawal pending
Inform security/fraud team about the escalation and pending procedures (ownership verification)
Upon ownership verification process completed, request security team for a review of the account.
Once the review on the other team's side is completed, assist the customer with any further steps to clear the account's status.
Make the proper recommendations: set 2FA, reset password, check their own security features to ensure his information's safety. Advise the customer to contact customer service as soon as they notice an unusual behavior.
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