Is this an ATO?

I think someone hacked me! I can't access my account!

• ATO

• NOT AN ATO

Answer explanation

If they did not mention unauthorized payment activity, it is not an ATO. Refer to the Account Access - Investigation & Checklist article to help them access their account.

My email is not linked to my account anymore, someone else changed it!

• ATO

• NOT AN ATO

Answer explanation

Do not send sketchy activity to ATO unless there are unauthorized transactions. Send:

Cash App {Secure Account}.

I don't understand how someone else remotely could add cash to my cash app account, then send it to themselves. Someone tried to take over $1,200 from my bank.

• ATO

• NOT AN ATO

Answer explanation

Convert the case to email, send Cash Risk {ATO Transfer}, then transfer to Risk ATO.

I have a ton of purchases in my account from amazon, I think someone accessed my card information

• ATO

• NOT AN ATO

Answer explanation

If the customer mentions unauthorized Cash Card transactions, refer to the Voice - Cash Card Dispute Toolbox IRF article instead.

I never added cash to my CashApp! These transactions are unauthorized

• ATO

• NOT AN ATO

Answer explanation

Add Cash was unrecognized or unauthorized: Follow the ATO workflow

I just got robbed and my phone was stolen, that person accessed my account!

• ATO

• NOT AN ATO

Answer explanation

If the customer has a lost or stolen device, follow the workflow in the Risk - Confirmed Lost/Stolen Device article.

Someone is buying bitcoin in my account! I definitely did not purchase any bitcoin I do not authorize this!

• ATO

• NOT AN ATO

Answer explanation

All Risk related cases (such as potential ATO/Fraud cases) should be handled with the standard Risk workflow as a non-Bitcoin case.

If a customer contacts support stating that their Bitcoin transactions were “unauthorized” or that they were “hacked”, work the case by using the workflow: Email - Account Takeovers (ATO), Messaging - Account Takeovers (ATO), or Voice - Account Takeovers (ATO).

My son got my phone and sent payments to random people!

answer choices

• ATO

• NOT AN ATO

Answer explanation

This is not an ATO because the payment was not made from an unauthorized remote device. Refer to the Risk - P2P Disputes and Unauthorized Charges article.