If you received an email, message, or link impersonating Conekta, reporting it helps protect the entire merchant community: with your evidence, the security team can request that the fake site be taken down and alert other accounts. Reporting takes a few minutes and doesn't require you to have fallen for the scam.
Steps
Don't interact with the message
Don't open its links or attachments, don't reply, and don't enter any information. If you already typed your password on a fake site, before reporting follow What to do if I suspect someone accessed my account.
Gather the evidence
- Email: forward it as an attachment (not as copied text) to preserve the technical headers, and write down the sender's full address.
- Fake website: copy the full URL from the browser's address bar and take a screenshot of the page.
- SMS or WhatsApp: a screenshot of the message and the number it came from.
- Context: the date and time you received it, and whether other people on your team received it too.
Send the report to Support
Write to Support stating that you're reporting a fraud or impersonation attempt, and attach the evidence. If the message mentions your account or an alleged charge, say so explicitly so the case is prioritized.
Delete and block
After sending the report, delete the message and block the sender. Let your team know so no one else interacts with it.
What happens next
- I reported a fake website. Will it be taken down?
The security team analyzes the evidence and handles the domain takedown with the corresponding providers. The timing depends on third parties, but your report speeds up the process.
- I clicked or entered my information
Change your password immediately, log out of your open sessions, and mention it in the report: Support can apply additional monitoring to your account while unauthorized access is ruled out.
Report the fraud
Send your evidence to the Support team; impersonation cases are routed directly to the security team.