My Account Has Been Compromised

What to Do if Your Account Has Been Compromised

Identify what has been compromised

1. Review recent call history for unrecognised or unusual call activity, paying attention to international calls, high call volumes or calls made outside of business hours
2. Determine whether the compromise is at the account level, an individual number, or an associated device such as a desk phone, softphone or PBX

Limit further exposure

1. Enable an authorisation PIN code on affected numbers to restrict outbound calling while the issue is investigated
2. Remove any saved payment methods from the account to prevent further fraudulent charges until the issue is resolved

Identify how the compromise occurred

1. Review the security of any associated devices — check whether devices are exposed directly to the internet or have weak passwords
2. Review the VoIP Security Advisory for a full checklist of common vulnerabilities and best practices
3. Identify and resolve the root cause before updating credentials — changing passwords before the vulnerability is closed may not prevent further compromise

Secure the account

1. Once the root cause has been identified and resolved, change the account password via the My Account section of the portal
2. Change the password on any affected numbers via the Number Manager or the Personal Details page for each number
3. Update passwords on any associated devices and re-register them to the platform
4. Ensure all passwords are strong

Report the incident

1. Report the incident to the New Zealand National Cyber Security Centre (NCSC) at https://www.ncsc.govt.nz/report/business-and-individuals/