What To Do If Someone Reports an Account Takeover?
Resolve account takeovers by securing credentials, reversing fraudulent transactions, and enabling MFA.
Someone reports their bank account has been taken over
If the employer or employee’s bank account has been taken over, i.e. the bank login credentials are compromised or someone has gained access to their routing and account number, the individual needs to work with their bank to resolve. The individual also needs to remove the bank from all systems including Check and re-add a secure bank account.
Someone reports their payroll account has been taken over
If the payroll account has been taken over, i.e. the employer or employee’s login credentials to your platform are compromised, you should immediately check to see if funds are in process.
- If funds have already been sent to a fraudulent recipient and it is within 5 business days, attempt a reversal immediately within Console and select ‘fraud’ as the reason. This will automatically submit a ticket to Check’s risk team so we can investigate. We will place a temporary hold on the account to ensure no more fraudulent activity takes place prior to re-securing their account.
- If you have any issues attempting the reversal, please submit a risk ticket asap so we can investigate the account.
- When communicating with the individual, confirm that you are speaking to the rightful owner of the account. Often times the unauthorized individual will also gain access to the individual’s email so it is important to **verbally connect** with the owner (via phone or video call) and confirm you are not speaking with the fraudster. You may check that you are talking to them via the original phone number on their account or ask them to verify their identity in a separate way.
- Sign out the individual from all devices they are logged into and reset their password on your platform.
- Enable MFA. (We recommend MFA be a requirement of all your customers from Day One to help prevent unauthorized access. Once your platform reaches 2,500 payees or $10M in monthly payment volume, you are obligated to enable MFA for payroll users.)
- Confirm with the individual that everything on the account is correct, including all business and employee information and employee bank accounts.
Reinstating their payroll account:
- Once you confirm that the above steps have been taken, confirm this via Zendesk to Check and we can remove the temporary hold.
- If funds have been sent out and reversals were attempted within the Reversal Window, Check will need to wait 3 business days to see if the reversals were successful.
- If they were successful, Check will update you and no further action is needed.
- If the reversals were unsuccessful, we are unfortunately unable to provide additional assistance. The employer may want to check any business insurance policies to see if coverage extends to fraudulent account takeovers.
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Last updated on June 30, 2024