A login you don't recognize, changes no one on your team made, or an unexpected security alert are signs of possible unauthorized access. In these cases the first few minutes count: follow these steps in order, without waiting to confirm your suspicion.
Immediate actions
Change your password
From your profile in the Conekta Panel — or with the recovery option if you can no longer log in — set a new, long password that you don't use for any other service.
Sign out of all open sessions
Sign out of active sessions on other devices to kick out any outside access. The procedure is in How to sign out of sessions open on other devices.
Review the account's users
In the users section, look for accounts you don't recognize, strange pending invitations, or recent role changes. Immediately remove or deactivate any unknown user.
Review sensitive settings
Check that the payout bank account, contact details, and integrations haven't changed. Note down any change you don't recognize: it will be evidence for Support.
Contact Support as a security emergency
Explicitly mark your case as a security emergency and include what you detected, when, and what actions you've already taken. The team can review the account's activity and apply additional protections.
After containing it
- Enable two-step verification for all users if they don't use it yet.
- Ask your team to change any passwords that have been shared or reused.
- Review the payments, refunds, and payouts from the last few days for transactions no one recognizes.
Security emergency
If you detected unauthorized access, contact the team immediately and mark it as urgent. Don't include passwords in your message.