Hello! this is doll calling from the Coinbase security and fraud prevention department, who do i have the pleasure of speaking to today? Okay great [insert name] We have managed to locate your account, it seems that there has been some fraudulent activity going on so we will need to verify your ownership, can you go into the account center? I will guide you on from there
[smile while talking]
Okay, sir. And now that you've accessed our account center, you should have a variety of features available to you - in this case if you could look for a tab that says 'Security' or 'Security & Sign.
[wait for confirmation] [smile while talking] [always guide them never converse]
3) At the top, select the “Searchbar” → Type in “App Passwords”
Okay And if you could look for a search bar, it should be at the top of your page - once you've selected that you want to type in A-P-P Passwords and select the tab that says App Passwords. And if you could just please confirm that you're able to access this page.
[wait] [smile while talking] [always guide them never converse]
Thank you for comfirming, sir. After accessing this area - you should have to ability to create an App Code - for this you'll want to enter in your ticket ID which is 679425 - Click create - and then it should provide you with a 16-character code used for our verification process. Before proceeding, please just confirm that you are the only one with access to your current device.
[wait for confirmation] [smile while talking] [always guide them never converse]
Thank you for comfirming, And if you could just provide me with the 16-character app code that's present on your display - we'll go ahead and verify that you did not make this change, and prevent the recovery number from migrating immediately.
And just to confirm, it's ****-****-****-****?
Okay thank you sir, just please give me one moment here while we confirm these details.
[If user is worried about sharing a code] [smile while talking] [always guide them never converse]
I understand your concern, sir. There's nothing to worry about - This code is only to confirm you control the account right now; it does not change your account password or give us access. And you're free to revoke these codes at anytime by removing them.
Alright great news sir, we've been able to verify that you're in full control of your account and we've reverted any changes that the attacker may have made.
Moving forward, I've started the manual review - this usually completes within 12-24 hours.
And all this means is that during this time your account is locked to authorized devices; no new sign-ins will be allowed during the review.
After the review finishes, you'll receive an email confirming the ticket and any next steps you may have to take.
And as your assigned representative - just as a reminder if you ever need assistance or have any additional questions about your review or this incident. You can contact this number and present your case ID which is 679425 and my employee ID which is GE-546029.
Let me know if you need me to repeat that.
[wait]
Is there anything else I could do for you today, sir?
Thank you so much for your patience today. We at Google appreciate your trust and support — it’s been a pleasure speaking with you. Have great day!
