A security issue can't wait in the regular Support queue. If you suspect unauthorized access, fraud in progress, or leaked credentials, report it through the urgent channel so it's handled with priority.

What counts as a security issue

  • Activity on your account that none of your users recognize.
  • Suspicion that someone else has your password or your API keys.
  • Emails, websites, or messages impersonating Conekta.
  • Fraudulent transactions in progress against your business.

Steps

  1. Flag the report as an urgent security issue

    When contacting Support, state in the very first line that it's a security incident. That label takes it out of the general queue and routes it to the right team immediately.

  2. Protect your account in parallel

    Without waiting for a response, change your password, close open sessions on other devices, and, if you suspect your integration keys, generate new ones.

  3. Describe what you saw with times and IDs

    Detail what you saw, when, from which user, and which transactions are involved. Screenshots of the suspicious activity help with the analysis.

Urgent security report

If the incident is ongoing, use the fastest channel available and flag it as an urgent security issue.