edit-icon download-icon

What do I do if I get a security notification?

Last Updated: Apr 11, 2018

If you are notified by Alibaba Cloud that Alibaba Cloud have detected a security risk with the credit card, which you are using to make purchases in your Alibaba Cloud account, you must send the required information from your registered Alibaba Cloud email account to compliance_support@aliyun.com for further investigation, within one working day of receiving the notice.

Required information:

  • Your account identification (ID) information.

  • Clear copies of the following documents.

    • Any one of the following forms of government-issued photo ID of the credit card holder or payment account holder for your Alibaba Cloud account:

      • National Identification Card

      • Passport

      • Driver’s License

    • A copy of the front side of the credit card used for your Alibaba Cloud Account.

      Note: For security reasons, we recommend that you conceal the middle digits of the credit card number. Make sure that the name of the card holder, card issuing bank and the last four digits of the card number are clearly visible.

    • A copy of the bank billing statement for your credit card.

We process your case within three working days of receiving the required information.

Note:

  • Do not reply with information to the Alibaba Cloud notification email. All required information must be sent to the email address: compliance_support@aliyun.com.

  • Before you send the email with required information, make sure that all outstanding bills are paid.

  • Provide all the required information at your earliest convenience.

If the required information is not received within one working day, your instances will be shut down. Once the instances have been stopped, your data is kept for 15 days and then will be released.

Thank you! We've received your feedback.