# Handle an account access request without falling for fraud

A safe verification checklist and replies for login, email-change, and account takeover requests.

- Topic: Customer Support
- Framework: Few-Shot
- Level: Standard
- Tags: Email, Customer Support, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/handle-an-account-access-request-without-falling-for-fraud

## Prompt

```text
Help me handle an account access or ownership-change request safely.

**What they're asking for:** [e.g. reset password, change account email, remove 2FA, transfer ownership, share data about an account]
**How they contacted us:** [from the account email / different email / phone / chat / social]
**What I can see on the account:** [recent changes, login locations, payment method last 4 digits - do not paste full details]
**Our verification policy:** [PASTE - or "none written"]
**Anything that feels off:** [urgency, story changes, pressure, mismatched details]

Give me:
1. A risk rating (low / medium / high) with the specific red flags you see. Common social-engineering signs include urgency, authority claims, requests to bypass process, recent email or phone changes, and contact from a different address.
2. The verification steps I should require for this request, following my policy, and what I must never accept as proof (e.g. information that's publicly findable).
3. A reply asking for verification that doesn't reveal any account details or confirm the account exists.
4. A reply for if they fail or refuse verification.
5. When to escalate to security or trust and safety.

Rules: never share or confirm personal data, ask for passwords, or bypass 2FA because someone is upset. Being slow is better than handing an account to the wrong person.
```

## What to fill in

- PASTE - or "none written"
- urgency, story changes, pressure, mismatched details

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.