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    Account Center:What do I do if I get a security notification?

    Document Center

    Account Center:What do I do if I get a security notification?

    Last Updated:Mar 30, 2026

    If your payment failed with the error RISK.RISK_CONTROL_REJECTION, your transaction has been flagged for a one-time Payment Security Verification. Complete the Know Your Customer (KYC) verification to remove the restriction and resume normal account activity.

    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. The risk management system temporarily blocks a transaction when it detects unusual activity. Common triggers include:

    • A purchase from a new or unrecognized location

    • A significant change in your usual spending patterns

    • A new payment method used for the first time

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

    How do I fix it?

    Step 1: Find the notification

    Check your email inbox (including the spam folder) and your Internal Messages in the console. Look for a notification with the subject "Payment Method Security Alert" or similar. This message contains a direct link to begin the verification process.

    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 clear photo of a valid ID belonging to the bank cardholder or the owner of the payment account linked to the 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.

    Step 3: Submit your documents

    Log in to the Alibaba Cloud account that received the notification and upload your materials to the KYC Center. Follow the instructions in the notification email or Internal Messages. Alibaba Cloud staff will conduct an investigation based on the information provided.

    Step 4: Wait for review

    Our team will review your documents within two business days. Once your verification is complete, the restriction will be lifted, and you can try your transaction again.

    What are the deadlines?

    Warning

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

    Submit your documents within the following timeframes, starting from when you receive 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 will be retained for that period and then released (permanently deleted).

    Submit your documents as soon as possible to avoid interruption.

    What if I still have trouble after submitting?

    If you have completed the verification process but the error persists, or if you cannot access the KYC Center, open a ticket with technical support. Include the following in your request:

    • 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)