🚨 When to report an incident 🚨
During working hours
24/7 reporting
Info
Info
Examples: ⚠️ Business-Critical Issues Payment processing or other Mollie services failing for multiple merchants. 👉 Why: This may impacts Mollie — it must be reported instantly. 💻 Lost or Stolen Laptop Report immediately with device type, last known location, and if sensitive data was stored. 👉 Why: Fast reporting allows Security to lock before attackers could extract sensitive data (outside of the working hours). 🔑 Unauthorized Access Unexpected login notifications, accounts behaving strangely, or privileges changed without reason. 👉 Why: Immediate reporting can stop account takeovers.
🚨 Report to immediately 24/7 support
Report by openting an incident via Slack using /incident command,or +12058439900 To reach our current on-call hero, simply call our internal live routing phone number +12058439900. You'll be asked to select a team, and then you'll automatically get connected to the current on-call hero for that team. ⚠️ DO NOT SHARE THIS NUMBER EXTERNALLY!
Report during working hours
Report to Security Operations
📧 Phishing or Suspicious Messages 🚨 Report via csirt@mollie.com or #helpme-security-operations Emails, texts, or calls asking for passwords, links, or urgent actions. Attachments or QR codes you weren’t expecting. 👉 Why: Reporting helps security block attackers and warn others.
🧾 Exposure of Sensitive Data 🚨 Report via csirt@mollie.com or #helpme-security-operations HR info, passports, or merchant/customer data appears in the wrong place. Accidental email to the wrong group, or files shared outside Mollie. 👉 Why: Early alerts allow quick containment and compliance reporting.
Report to Incident Management
⚠️ Business-Critical Issues 🚨 Report via Slack using /incident command Payment processing or other Mollie services failing for multiple merchants. 👉 Why: This may impact Mollie — it must be reported instantly.
🦠 Malware or Extremely Strange System Behavior 🚨 Report via csirt@mollie.com or #helpme-security-operations Random pop-ups, slowdowns, strange logins, or software acting oddly. 👉 Why: IT/Security can isolate and clean systems before damage spreads.
⚡ Prompt-Injection Attacks 🚨 Report via csirt@mollie.com or #helpme-security-operations AI inputs contain hidden commands like “ignore rules” or “reveal all keys". An AI outputs confidential data (API keys, PAN, or internal documents). A chatbot suggests disabling security controls or asks for credentials. 👉 Why: These are attempts to manipulate AI into leaking data. Reporting ensures security can investigate and block threats.
Report to IT
💻 Lost or Stolen Device 🚨 Report via it@mollie.com or #helpme-it on Slack Laptop, phone, or tablet missing. 👉 Why: Fast reporting allows IT to lock before attackers could extract sensitive data (outside of the working hours).
🚨 When to report an incident 🚨
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Transcript
🚨 When to report an incident 🚨
During working hours
24/7 reporting
Info
Info
Examples: ⚠️ Business-Critical Issues Payment processing or other Mollie services failing for multiple merchants. 👉 Why: This may impacts Mollie — it must be reported instantly. 💻 Lost or Stolen Laptop Report immediately with device type, last known location, and if sensitive data was stored. 👉 Why: Fast reporting allows Security to lock before attackers could extract sensitive data (outside of the working hours). 🔑 Unauthorized Access Unexpected login notifications, accounts behaving strangely, or privileges changed without reason. 👉 Why: Immediate reporting can stop account takeovers.
🚨 Report to immediately 24/7 support
Report by openting an incident via Slack using /incident command,or +12058439900 To reach our current on-call hero, simply call our internal live routing phone number +12058439900. You'll be asked to select a team, and then you'll automatically get connected to the current on-call hero for that team. ⚠️ DO NOT SHARE THIS NUMBER EXTERNALLY!
Report during working hours
Report to Security Operations
📧 Phishing or Suspicious Messages 🚨 Report via csirt@mollie.com or #helpme-security-operations Emails, texts, or calls asking for passwords, links, or urgent actions. Attachments or QR codes you weren’t expecting. 👉 Why: Reporting helps security block attackers and warn others.
🧾 Exposure of Sensitive Data 🚨 Report via csirt@mollie.com or #helpme-security-operations HR info, passports, or merchant/customer data appears in the wrong place. Accidental email to the wrong group, or files shared outside Mollie. 👉 Why: Early alerts allow quick containment and compliance reporting.
Report to Incident Management
⚠️ Business-Critical Issues 🚨 Report via Slack using /incident command Payment processing or other Mollie services failing for multiple merchants. 👉 Why: This may impact Mollie — it must be reported instantly.
🦠 Malware or Extremely Strange System Behavior 🚨 Report via csirt@mollie.com or #helpme-security-operations Random pop-ups, slowdowns, strange logins, or software acting oddly. 👉 Why: IT/Security can isolate and clean systems before damage spreads.
⚡ Prompt-Injection Attacks 🚨 Report via csirt@mollie.com or #helpme-security-operations AI inputs contain hidden commands like “ignore rules” or “reveal all keys". An AI outputs confidential data (API keys, PAN, or internal documents). A chatbot suggests disabling security controls or asks for credentials. 👉 Why: These are attempts to manipulate AI into leaking data. Reporting ensures security can investigate and block threats.
Report to IT
💻 Lost or Stolen Device 🚨 Report via it@mollie.com or #helpme-it on Slack Laptop, phone, or tablet missing. 👉 Why: Fast reporting allows IT to lock before attackers could extract sensitive data (outside of the working hours).