تحديث أمني: تحسينات في المعاملات المشبوهة وإدارة المخاطر

Important Security Update: Suspicious Transaction Attempts, Risk Control Upgrades, and Declined Fee Refunds

We want to be transparent with our community about a recent security matter affecting some Tevau accounts. This post combines three announcements into a single, clear update — covering what happened, the actions we have taken, and what you can expect regarding declined fees and refunds.

The short version: your funds are completely secure, and no actual financial loss has occurred. Full details are below. If you have questions after reading this, visit the الأسئلة الشائعة حول تيفو or contact our support team directly.

What Happened: Suspicious Transaction Attempts on Tevau Cards

Our systems recently detected suspicious transaction attempts on a number of user cards. After an immediate investigation, we can confirm the following:

• This was not caused by a data breach. No personal card information or account details were leaked.
• The attack method involved automated tools that randomly generated and combined card numbers to attempt speculative unauthorised transactions — a technique made more accessible by advances in AI-assisted automation.
• All attempts failed. Because these automated attempts lacked the correct CVV and expiration date, every transaction was blocked. No funds were accessed or lost.
• Failed attempts still appear in the app. Transaction recording rules mean that even blocked, failed attempts are logged and visible in your transaction history. We understand this has caused concern for some users, and we sincerely apologise for the confusion it created.

Actions Tevau Has Taken

We responded to this matter immediately. The following measures have been implemented:

• Visa escalation: We urgently contacted Visa to proactively block the source of these suspicious transaction requests at the network level.
• Risk control system upgrade: We have completed a full upgrade of our transaction security protection mechanism, strengthening our ability to identify, intercept, and block abnormal transaction activity at source. These measures are now fully active.
• Dedicated protection upgrade with card organisations: Working alongside card network partners, we have completed a specialised protection upgrade that enables the system to automatically and precisely identify and block similar abnormal requests going forward.
• Ongoing monitoring: Subsequent similar abnormal behaviours will be automatically intercepted by the upgraded system with minimal impact on your normal user experience.

Declined Fee Waiver and Refunds

We recognise that some users were charged declined fees as a result of these blocked transaction attempts. This is not acceptable, and we have taken the following steps to make it right:

• Declined fees from failed transactions will be waived. Any fees that resulted from these externally initiated failed attempts will not be charged going forward.
• Previously deducted declined fees will be refunded automatically. We are verifying and counting all cases where declined fees were deducted due to external probing attacks or abnormal fraud attempts. Relevant fees will be returned to your account automatically — you do not need to apply or contact support for this refund. We appreciate your patience while this is processed.
• Japan region users: The system will specifically waive declined fees resulting from failed transactions in the Japan region as part of this remediation.
• Free card replacement available: If you remain concerned about your card’s security and wish to replace it, Tevau will provide a free card replacement service. Contact our support team to arrange this.

What You Should Do

For the majority of users, no action is required. Your account and funds are secure. However, we recommend the following:

• Review your transaction history in the app — any failed attempts you see were blocked and resulted in no financial loss
• Contact us immediately if you notice any genuinely suspicious activity or transactions you do not recognise beyond the blocked attempts described above
• Request a free card replacement if you would like added peace of mind — our team will assist you promptly

You can reach us through the in-app Customer Support Centre or by email at [email protected]. For general questions about how the بطاقة تيفو works, our security practices, and supported features, the الأسئلة الشائعة حول تيفو is a useful starting point.

Our Commitment Going Forward

Safeguarding user assets and providing stable, reliable payment services is Tevau’s primary responsibility. This incident has reinforced our commitment to strengthening our risk control framework continuously — not only in response to emerging threats, but proactively as part of how we build and maintain the platform.

We will continue refining our security capabilities, working closely with Visa and our card network partners, and communicating transparently when matters arise that affect our community. Thank you for your understanding, support, and trust.

الأسئلة الشائعة

Were my card details or personal information leaked?

No. This issue was not caused by a data breach or leak of personal information. The suspicious attempts were generated by automated tools that randomly combined card numbers — they did not originate from access to Tevau’s user data. Your personal account details, card information, and funds remain secure.

Did I lose any money?

No. All suspicious transaction attempts were blocked by the system. Because the automated attempts lacked the correct CVV and expiration date, no transaction was completed and no funds were accessed. If you were charged a declined fee as a result of these blocked attempts, that fee will be refunded automatically.

Why can I see failed transactions in the app?

Transaction recording systems log all attempts — including blocked and failed ones — as part of standard processing rules. The failed attempts you see in your transaction history were all intercepted and resulted in zero financial loss. We apologise for the confusion this display caused and are working to improve how these events are communicated within the app.

How do I get a free card replacement?

If you would like to replace your card as a precaution, contact the Tevau support team through the in-app Customer Support Centre or at [email protected]. Card replacements are free of charge under this remediation programme.