At VIALET, we are committed to ensuring the safety and security of your financial transactions. To help us maintain a secure environment for your payment services, we would like to provide guidance on how to report suspicious activity and how we will respond to protect your account.
In an era of rapidly evolving threats—including AI-powered scams and sophisticated social engineering—your vigilance is key to keeping transactions secure.
Reporting Suspicious Activity
If you encounter any of the following while using our payment services, please report it to us immediately:
Suspected fraudulent payments
Suspicious incidents or anomalies during your payment session
Possible social engineering attempts, such as unsolicited requests via email, phone, SMS (smishing), voice calls (vishing), or even AI-generated deepfake impersonations mimicking our team, family, or authorities.
How to Reach Us
Email us at: [email protected]
Use secure chat on our website: www.vialet.eu
Contact your manager at VIALET directly
Note: Please provide as much detail as possible, including the date, time, nature of the issue, screenshots, phone numbers, email headers, or message content (if safe to do so). This helps us investigate swiftly and thoroughly.
What Happens Next
Once we receive your report, our security team will:
Acknowledge receipt of your report and confirm that it is being investigated.
Investigate the issue thoroughly, ensuring that any fraudulent transactions or security threats are properly addressed.
Take immediate action, which may include freezing your account temporarily, blocking suspicious transactions, reversing unauthorized payments where possible, and enhancing security (e.g., requiring step-up authentication).
Keep you informed throughout the process with regular updates on the status of our investigation.
Leverage advanced fraud detection, including real-time monitoring and behavioral analysis, to prevent future incidents.
How We Will Notify You About Security Issues
If we detect potential fraud or unauthorized activity, we will notify you immediately via:
Email alerts to your registered email address
SMS notifications to your registered phone number
Website alerts when you log in to your account
We will provide clear instructions on the steps you need to take to verify the activity and secure your account.
Important: We will never request your password, PIN, MFA code, full card details, or verification codes via unsolicited channels. If you receive such requests, it is likely a phishing attempt.
Protecting Yourself from Phishing and Social Engineering
Be vigilant of messages asking for sensitive information or directing you to unfamiliar links. Always:
Verify the sender’s email address or phone number.
Avoid urgency traps: Scammers create pressure (e.g., “account frozen” or “urgent refund”). Pause and verify directly via our official website.
Avoid clicking on links from unsolicited communications.
Contact us directly if you are unsure about the authenticity of any request.
Report immediately if something feels off—even if no loss occurred—to help us strengthen protections.
We are committed to keeping your account safe and appreciate your cooperation in staying alert. Thank you for your trust in VIALET.
