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What should I do if my account is compromised?

Noticing activity you don't recognise can be stressful, but acting quickly is the best way to protect your account. If you suspect someone has accessed your account without your permission, follow these steps immediately.

 

1. Report the Incident Immediately

Time is the most critical factor in securing your funds. If you see a login from an unknown location or a transaction you didn't authorise:

  • Contact us right away: Reach out to our support team here or by sending an email to hello@wealth99.com directly. 

  • Identify the activity: Let us know exactly what tipped you off (e.g., a specific withdrawal, a changed password notification, or an unfamiliar login IP).

 

2. Account Protection & Review

Once you report unrecognised activity, our security team will temporarily block your account as a protective measure.

  • Why we do this: This "freezes" all assets and prevents further unauthorised actions while we investigate.

  • Restoring Access: If your account is restricted, it will remain so until we can verify your identity and confirm that it is safe to reopen.

 

3. Immediate Security Actions: Passwords & 2FA

While our team investigates, you should immediately secure your "digital front door." If an unauthorised person has access to your email, they may be able to bypass security notifications.

  • Update your W99 Password: Change your W99 account password immediately to a unique, complex string of characters. See here for detailed instructions on this process. 

  • Secure your Email Account: Change your email password as well. We strongly recommend using a password you do not use for any other service.

  • Disconnect Current Sessions: Go to your email settings and log out of all active sessions on other devices. This ensures that anyone currently logged into your email is kicked out.

  • Enable Two-Factor Authentication (2FA): If you haven't already, turn on 2FA for both your email provider and your W99 account. Using an authenticator app (like Google Authenticator) ensures that even if someone has your password, they cannot gain access.

 

4. Next Steps

After you’ve contacted us and secured your email, our security team will conduct a Compliance & Security Review. We may ask you to provide a fresh round of ID verification and additional information to ensure the rightful owner is reclaiming the account.

 

 

What Unauthorised Activity Looks Like

Stay vigilant for these common "red flags":

  • Unfamiliar Login Notifications: Emails stating your account was accessed from a new device or country.

  • Unexpected Password Reset Emails: Receiving "reset your password" links that you didn't request.

  • Changed Account Details: Your phone number, mailing address, or bank account registration without your input.

  • Pending Transactions: Seeing trades or transfers in your history that you did not initiate.

 

 

Never Share Your Security Credentials

To keep your assets safe, it is vital to remember that our team will never ask you for your 2FA six-digit codes or your account password.

  • Protect Your 2FA six-digit Codes: 2FA (Two-Factor Authentication) is the final line of defence for your account. Never share these codes with anyone—not even if they claim to be a technician, a support agent, or an emergency security responder.

  • Beware of "Helpful" Impostors: Scammers may pose as technical support to "help" you secure your account or fix a login issue. They may contact you via social media, Telegram, or unofficial chat apps. A genuine W99 employee will never need your password or 2FA six-digit code to assist you.

  • Verify the Sender: Always check the sender’s email address before clicking links or following instructions. All official communications from us will come from the @wealth99.com domain.

Security Rule: If someone asks for your 2FA six-digit code or password, stop communicating with them immediately and report the interaction to our official support channel here.