Notice on Credit/Debit Card Fraud Prevention and Account Security Measures

Dear Users,

Recently, we have received feedback from several cardholders reporting that their credit or debit cards have been fraudulently used on the SurferCloud platform. We take this matter very seriously and have implemented a series of measures to protect users' financial security and ensure the safety of transactions on our platform.

Fraud Handling Process

When we receive a user's fraud report, we follow the steps below to verify the identity of the cardholder:

1. Video Call Verification: We confirm whether the person reporting the fraud is the actual cardholder.
2. Card Information Check: We cross-check the last four digits of the card provided by the user with the transaction records on our platform.

Once fraudulent activity is confirmed, we will block and freeze the SurferCloud account associated with the fraudulent card transaction. The frozen account will no longer be able to log in or use our platform services.

What Should Cardholders Do?

Contact Us via:

• Online Consultation Access
• Official Telegram Group
• Customer Support Telegram 1
• Customer Support Telegram 2

1. Contact Us: If you discover that your credit or debit card has been fraudulently used on the SurferCloud platform, please contact us as soon as possible. Provide supporting evidence, such as participating in a video call for identity verification and sharing the last four digits of your card, so that we can investigate and take action promptly.
2. Request a Chargeback with Your Bank: We recommend that you also contact your card-issuing bank and request a chargeback for the unauthorized transaction on the SurferCloud platform. The bank will initiate an investigation and handle the dispute for the unauthorized transaction accordingly.

If You Have Questions, Contact Your Account Manager

You can find your account manager’s contact details in the emails sent to your registered email address. If you haven't responded to previous emails from your account manager, you may have missed important information. Please check your inbox or spam folder for any messages from our team.

Enhanced Risk Control to Protect User Funds

To prevent similar incidents from happening again, we are further strengthening our risk control mechanisms and payment security measures. Meanwhile, we remind users to protect their credit and debit card information and avoid exposing it to unauthorized access.

If Your Card Is Fraudulently Used, Take Immediate Action

If you discover that your credit or debit card has been fraudulently used to make a transaction on the SurferCloud platform, please contact us immediately. We will promptly investigate the matter and take the necessary measures to protect your account and financial security.

Helpful Tips for Cardholders

• Do not share your card details with others, and avoid entering your card information on unsecured websites or platforms.
• Stay alert to transaction notifications from your bank and report any suspicious activities as soon as possible.

We are committed to providing users with a secure and reliable transaction environment. Thank you for your understanding and cooperation!

If you have any questions or need assistance, please reach out to your account manager or the SurferCloud support team.

SurferCloud Operations Team

關於信用卡/借記卡盜刷預防和賬戶安全措施的公告

親愛的用戶：

近期，我們收到部分持卡人反映，他們的信用卡或借記卡在SurferCloud平台上被盜刷。對於這一問題，我們高度重視，並已實施一系列措施，以保護用戶的資金安全，確保交易環境的安全性。

盜刷處理流程

當我們收到用戶的盜刷報告後，將按照以下步驟核實持卡人身份：

1. 視頻通話驗證：我們將與報告盜刷的用戶進行視頻通話，確認其是否為實際的卡片持有人。
2. 卡片信息核對：我們將用戶提供的卡片尾號後四位與平台的交易記錄進行比對。

一旦確認發生盜刷，我們將封堵並凍結與該卡交易相關的SurferCloud賬戶。被凍結的賬戶將無法登錄，也無法繼續使用平台服務。

持卡人該如何做？

1. 聯繫我們：如果您發現您的信用卡或借記卡在SurferCloud平台上被盜刷，請第一時間聯繫我們。提供相關的證據材料，如參與視頻通話進行身份驗證，並提供卡片尾號後四位，以便我們快速調查並採取行動。
2. 向銀行申請退款：我們建議您聯繫您的發卡銀行，並申請對SurferCloud平台的未授權交易進行退款（即發起拒付）。銀行將啟動調查程序，並根據未授權交易的具體情況進行處理。

如果您有疑問，請聯繫您的客戶經理

您可以在註冊郵箱中找到客戶經理的聯繫信息。如果您之前未回覆客戶經理的郵件，可能會錯過一些重要信息。請檢查您的收件箱或垃圾郵件文件夾，查看是否有來自我們團隊的郵件。

加強風控措施，保障用戶資金安全

為防止類似事件再次發生，我們將進一步強化風險控制機制和支付安全措施。同時，我們也提醒用戶妥善保管好自己的信用卡和借記卡信息，避免在不安全的網站或平台上輸入卡片信息。

如果發現卡片被盜刷，請立即採取行動

如果您發現您的信用卡或借記卡被盜用於在SurferCloud平台上進行交易，請立即與我們聯繫。我們將迅速啟動調查，並採取必要措施來保障您的賬戶和資金安全。

給持卡人的安全建議

• 不向他人泄露卡片信息，避免在不安全的網站或平台上輸入卡片號、有效期和CVV碼。
• 關注銀行的交易通知，如發現異常交易，請及時報告並處理。

我們致力於為用戶提供一個安全、可靠的交易環境。感謝您的理解與配合！

如果您有任何疑問或需要幫助，請隨時聯繫您的客戶經理或SurferCloud支持團隊。

SurferCloud運營團隊