Fund and account security are our top priorities!
If you find unknown deductions (unauthorized swipes) on your card, abnormal logins from different locations in your account, or suspect you have received forged official emails/phishing links, please take the following actions immediately:
Step 1 (Emergency Loss Limitation): Please go to the Card page immediately and click [Freeze] to temporarily lock your card to prevent further loss of funds; and go to Mine > Security Center immediately to modify your login password and Passkey.
Step 2 (Preserve Evidence): Do not delete any suspicious chat records. If you received an email suspected of posing as official, please download and save the email as a .eml format file; if it is another scam, please take a full screenshot of the other party's account and conversation.
Step 3 (Customer Service Help): Go to the Customer Support page and click [Customer Support]. Submit your saved evidence and account ID, and our team will initiate the highest priority response mechanism for investigation.
v1.5.0 update: this article was written before the Passkey rollout. Starting with MPChat v1.5.0, every sensitive verification is now done with a Passkey — the legacy 6-digit payment password is retired. See MPChat Passkey overview for the current flows.