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    Account Center:What do I do if my payment fails with RISK.RISK_CONTROL_REJECTION?

    Document Center

    Account Center:What do I do if my payment fails with RISK.RISK_CONTROL_REJECTION?

    Last Updated:Jul 09, 2026

    A payment that fails with RISK.RISK_CONTROL_REJECTION has been blocked for a one-time Payment Security Verification. Complete KYC verification to lift the block and resume transactions.

    Why did my payment fail with RISK.RISK_CONTROL_REJECTION?

    This error is a security measure, not a problem with your payment method or balance. It triggers when the system detects unusual activity, such as:

    • A purchase from a new or unrecognized location

    • A significant change in your usual spending patterns

    • A new payment method

    To lift the block, complete the KYC verification described below.

    How do I complete KYC verification?

    Step 1: Find the notification

    Check your email inbox (including spam) and Internal Messages in the console for a notification titled "Payment Method Security Alert" or similar. The message contains a link to start verification.

    Note

    If you cannot find the notification, go directly to the KYC Center. If the submission portal is not available, contact technical support and quote the error code RISK.RISK_CONTROL_REJECTION.

    Step 2: Prepare your documents

    Provide clear photos of the following three items:

    1. Government-issued ID -- A valid ID of the cardholder or payment account owner linked to your Alibaba Cloud account. Accepted documents:

      • Passport

      • Driver's license

      • ID card

      • Business license (for enterprise accounts)

    2. Default payment method -- A photo of the front of the payment card or payment method linked to your account.

      Important

      Mask the middle digits of the card to protect your information.

      Bank cards: The cardholder's name, the first 6 digits, and the last 4 digits must be clearly visible.

      Other methods: The owner's name and the last 4 digits of the account number must be clearly visible.

    3. Recent billing statement -- The most recent monthly statement for that payment method.

    Note

    If your account has completed enterprise real-name verification and you received this security notification because an automatic deduction failed, first confirm whether the outstanding bill has since been paid successfully. If payment is confirmed, you do not need to provide identity documents, a payment card photo, or a billing statement. You can safely ignore this notification.

    Step 3: Submit your documents

    Log in to the Alibaba Cloud account that received the notification and upload your documents to the KYC Center. Follow the instructions in the notification email or Internal Messages. Alibaba Cloud staff will review your submission.

    Step 4: Wait for review

    The team reviews your documents within two business days. After verification, the restriction is lifted and you can retry the transaction.

    What are the deadlines?

    Warning

    Missing these deadlines may result in service disruption and permanent data loss.

    Submit your documents within these timeframes after receiving the notification:

    Timeframe

    What happens

    Within 1 business day

    Submit the required documents. If not received within this period, active instances may be suspended.

    After 15 days of suspension

    If no action is taken within 15 days of instances being suspended, data is permanently deleted.

    Submit your documents as soon as possible to avoid interruption.

    What if I still have trouble after submitting?

    If the error persists after verification, or you cannot access the KYC Center, open a support ticket. Include:

    • The error code RISK.RISK_CONTROL_REJECTION

    • A summary of the steps you have already taken

    • The query code you received after submitting your documents (if applicable)

    What do I do if my account is still frozen after completing payment?

    If your account remains frozen and you cannot use Alibaba Cloud services after completing the required payment or submitting the requested documents, wait for the backend team to investigate and confirm account restoration. Processing time depends on the progress of the investigation.

    How do I lift an order restriction that is preventing domain name renewal?

    If your account is restricted from placing orders for security reasons and you are unable to renew your domain names, submit the following materials to the security team for verification:

    • A description of your business

    • Your official website URL

    • A business license that matches your operations

    This restriction cannot be resolved through standard customer service channels. Contact the security team directly.