Users occasionally report messages or notification e-mails they did not expect and suspect a scam. Some of these are genuine phishing attempts sent through the platform's chat or via e-mail spoofing; others are legitimate system mails triggered by an admin-side change. This page describes how to handle both cases.

👩🏻‍💻 Usage

Handling a suspicious message report

1. Tell the user not to click any links in the message and to report the sender and subject to support.
2. Check the message against known phishing patterns — unexpected payment or credential requests, mismatched sender domains, urgency, links to unfamiliar domains.
3. If it is phishing: block the sender and remove the message from the platform, then reassure the user that no further action is needed.
4. If it is a legitimate system e-mail: explain the real cause. A common example is a re-onboarding request sent to existing users after an admin changed the onboarding flow — this looks unexpected but is genuine.
5. Escalate via the Resource Center if several users report the same sender, so the account can be investigated platform-wide.

Reducing false alarms

• Announce changes that trigger mass e-mails (onboarding flow changes, new required profile fields, platform-wide mailings) before they go out.
• Keep your platform's sending domain consistent so users learn to recognise it. See System & Notification Mails.

❓ FAQs

• A user received a suspicious message from an unknown sender — is it a scam?

  Ask them not to click any links and to forward the sender name and subject to you. Verify whether it matches a known phishing pattern; if so, block the sender and delete the message. If it turns out to be a legitimate system e-mail, explain what triggered it.

• Users suddenly received an unexpected onboarding or profile-completion e-mail. Is the platform compromised?

  Almost always no. Changes to the onboarding flow or newly required profile fields re-trigger these mails for existing users. Check your recent admin changes before escalating.

• Can system e-mails be sent from our own domain so users recognise them?

  This is only available for Enterprise packages. Contact your Customer Success Manager (CSM) or Account Executive (AE) if you would like to receive an offer. See System & Notification Mails.