Responding to Unusual Activity in Accounts

In this article, we will guide you through the steps to take when a customer reports unusual activity in their Qualia Connect account.

1. Confirm the Unusual Activity
When a customer reports unusual activity, first confirm what changes they didn't authorize. This could be modifications to transaction details, changes in property information, or unfamiliar activity logs.

2. Secure the Account
Immediately secure the customer's account to prevent further unauthorized actions:

Advise the customer to change their Qualia Connect password immediately, using a strong and unique password.
Enable two-factor authentication on their account if it's not already activated. This adds an extra layer of security.

3. Investigate the Issue
Investigate the reported unusual activity:

Check the activity logs to identify any suspicious actions.
Identify any unauthorized IP addresses that might have accessed the account.

4. Escalate to Higher Support Levels or Security Team
If the unauthorized activity is severe or you are unable to handle it at your support level, escalate the issue to a higher support level or directly to the Security Team.

5. Communication with the Customer
Maintain clear and consistent communication with the customer throughout the process:

Reassure the customer that their security is our top priority and that steps are being taken to address the issue.
Update them with progress and any actions they must take.

6. Post-Investigation Actions
Once the issue is resolved:

Inform the customer about the resolution of the issue and any steps taken to secure their account.
Advise the customer on best practices to prevent future unauthorized activity, such as regularly updating their password and not sharing their login credentials.
Remember, it's crucial to handle these cases with urgency and precision to maintain our customers' trust and secure their sensitive information.