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

Why did my payment fail with the error RISK.RISK_CONTROL_REJECTION?

Short Answer: This error means our automated security system has flagged your transaction for a Payment Security Verification. This is a separate, one-time check to protect your account from potentially fraudulent activity. To resolve this, you must complete the Know Your Customer (KYC) verification by submitting specific documents in the KYC Center.

Detailed Explanation

The RISK.RISK_CONTROL_REJECTION error is a security measure. It is not an issue with your payment method's funds, but rather a flag raised by our risk management system.

Think of it like a fraud alert from your bank. Our system temporarily blocks the action until we can be sure it was you who initiated it. This can be triggered by several factors, such as:

• A purchase from a new or unrecognized location.

• A significant change in your usual spending patterns.

• Using a new payment method for the first time.

We understand this can be frustrating, but this process is essential for protecting the security of your account and funds.

How do I fix the RISK.RISK_CONTROL_REJECTION error?

Follow these steps to verify your identity and remove the restriction.

Step 1: FInd the official notification

Immediately check your email inbox (including the spam folder) and your Internal Messages in the console. We will have sent you a notification with the subject line "Payment Method Security Alert" or similar. This message contains a direct link to begin the verification process.

Step 2: Prepare your documents

You will need to provide clear photos of the following three items:

1. Government-issued ID: A photo of a valid ID (such as a Passport or Driver's License) belonging to the account owner.

2. Default payment method: A photo of the front of the payment card used.

   Important

   Important: For your security, cover the middle digits of the card number. Ensure the cardholder's name, the first 6 digits, and the last 4 digits are clearly visible.

3. Recent billing statement: A copy of the most recent monthly statement for that payment method.

Step 3: Submit your documents Use the link from the notification to access the KYC Center and upload your documents.

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 for submitting my documents?

To prevent service disruption, please be aware of the following timeline, which begins when you receive the notification:

• Within 1 business day: You must submit the required documents. If the documents are not received within this timeframe, your active instances may be suspended to ensure account security.

• After 15 days of suspension: If the verification is not completed, suspended instances and their data will be scheduled for release (permanent deletion) according to standard lifecycle rules.

We recommend submitting your documents as soon as possible to avoid any interruption.

What if I'm still having trouble after submitting my documents?

If you have completed the verification process but the error persists, or if you are unable to access the KYC center, contact technical support. In your ticket, please 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).