What should I do if my Quppy account may be compromised?

Article facts

Do this now

1. Contact Quppy Support using the official website, app or approved Help Center destination.
2. State that you suspect unauthorised access or activity.
3. Do not approve any pending login, new-device or transaction request you did not initiate.
4. Secure the email address linked to Quppy.
5. Secure the mobile number and contact the operator if SIM fraud is possible.
6. Change any password reused on another service.
7. Preserve screenshots, email headers, usernames, phone numbers, times and transaction evidence.
8. Do not send money or crypto to a person claiming they can secure or recover the account.

What are signs of possible compromise?

• A login or new-device alert you did not initiate.
• A 2FA request you did not trigger.
• A transaction confirmation you do not recognise.
• An unknown fiat transfer, exchange or crypto transfer.
• A changed email address, phone number or security setting.
• A password-reset message you did not request.
• A message claiming your account must be moved to a “safe wallet.”
• A support impersonator requesting a PIN, 2FA code or remote device access.
• An app or website that looks like Quppy but uses an unexpected domain.

How should I secure my email account?

Use a trusted device to:

• change the email password to a unique password;
• enable or reset email 2FA;
• review active sessions and sign out unknown ones;
• remove unknown forwarding rules;
• review recovery email and phone information;
• check deleted and sent folders for suspicious activity;
• report phishing messages to the email provider.

Email compromise can undermine account recovery even when the Quppy app itself is protected.

How should I secure my phone number?

Contact your mobile operator if you notice loss of service, an unexpected SIM change, number-porting message or suspicious call.

Ask the operator to:

• block a stolen SIM;
• investigate an unauthorised SIM swap or port;
• add an account PIN where available;
• confirm the active SIM and account contact details.

Do not rely on SMS alone to prove that an account is secure.

What evidence should I preserve?

Keep:

• screenshots of suspicious messages and alerts;
• full sender email address and email headers where possible;
• social-media usernames or phone numbers;
• date and time of each event;
• device model and location information shown in alerts;
• fiat transfer references;
• exchange transaction references;
• crypto transaction hashes, assets, networks, addresses and amounts;
• description of what you approved or disclosed.

Do not publish this evidence publicly. Send it only through the approved support process.

What can Quppy do during an investigation?

Quppy or the applicable provider can restrict access or sensitive operations while identity, account control and recent activity are reviewed.

Depending on the case, this can affect:

• login or new-device access;
• fiat transfers;
• crypto withdrawals;
• exchange;
• security-setting changes;
• account recovery.

Restrictions protect the account but do not guarantee recovery of transactions already completed.

Can unauthorised transactions be reversed?

The answer depends on the transaction type and status.

A pending fiat operation may be investigated under the applicable payment-provider process. A completed payment can be subject to separate recall or complaint rules, without a guarantee of recovery.

Confirmed blockchain transfers normally cannot be cancelled or reversed. If the destination is controlled by another person, return generally depends on the recipient or destination platform.

What should I never do?

• Do not share a password, PIN or live 2FA code.
• Do not share a private key or seed phrase.
• Do not install unknown remote-access software.
• Do not move assets to a “safe wallet” provided by a caller.
• Do not pay a recovery, unlocking, verification or tax fee in crypto.
• Do not follow a search advertisement without verifying the domain.
• Do not create multiple contradictory support requests.
• Do not delete evidence before the investigation is complete.

What should I do after the account is secured?

• Reset the Quppy access credentials requested by Support.
• Restore 2FA and biometric access on a trusted device.
• Review devices and sessions if available.
• Review all recent fiat and crypto activity.
• Update contact details.
• Replace reused passwords on other services.
• Monitor email and phone accounts for continued attempts.
• Report any additional suspicious activity promptly.