Protocol for Compromised Accounts

Koo takes several measures to keep the Koo App safe. Security audits in compliance with the Information Technology Act, 2000 by auditors empanelled by CERT-In Ministry of Electronics & Information Technology, Government of India, are conducted periodically. In addition, Koo works with its own IT security partners to implement procedures and processes that keep Koo safe.

Please read this page and follow the instructions if you believe that your account is compromised or you notice activity that is not authorised by you. The instructions will help you regain control of your account and make it resilient against such events in the future.

How can you tell if your Koo account is compromised?

  • You notice unusual activity which you did not action or authorise, including: 
    • New Koos, Re-Koos or Comments; 
    • Changes to profile name, user handle or profile photo;
    • Follow/Unfollow/Block/Unblock of accounts that you did not authorise;
    • Messaging/chats which you did not authorise;
    • An official notification from the Koo Redressal team that your account may be compromised or unusual activity is observed.

What are the various ways in which an account can get compromised? 

Access to the Koo App is through OTP-based authentication. A unique OTP is sent to the user when they login to their accounts. This is a significant step in protecting our users’ accounts and data from being compromised. 

Listed below are some common reasons why an account may get compromised:

  • User shared login credentials and OTP with someone else;
  • Someone else has access to the email account and/or phone number linked to the Koo account and was able to obtain the OTP;
  • Viruses/malwares on user’s device which steal credentials (login OTP, in this case);
  • User is connected to a network that was already compromised; 
  • User is plugged into an external program to increase follower count or increase engagement and hence username and OTP is shared with a third party.

Please note that such activity is against Koo’s Community Guidelines and your account may be blocked by our systems. 

What should you do if you believe that your account is compromised?

  • Take screenshots of the issues that you are facing.
  • Immediately log out of your Koo account from any of the devices that are logged in. 
  • Ensure that the device(s) used to log into your Koo account are secure and within your control. 
  • Confirm that the email address and/or phone number linked to your Koo account are secure and that you are the only one with access to them. Reset passwords if required. 
  • Fill out our Compromised Account Redressal Form with complete details and screenshots of the issues you are facing and our team will get in touch with you.

Once you have secured access to your account again, here’s what you can do to protect your account from being compromised in the future:

  • Undo any unfamiliar and unauthorised actions done when the account was compromised (such as Koos, Re-Koos, Comments, changes to profile name, user handle or profile photo; account activity such as following, unfollowing, blocking, unblocking etc.)
  • Do not share your login OTP with anyone else. 
  • Scan & remove viruses and malwares from mobile devices, computers and networks.
  • Keep your operating system and Koo App updated at all times.
  • Be cautious while on the internet to avoid phishing or similar hacking attempts.
  • Do not use any programmes to inorganically increase your follower count or engagement.
  • From time to time log out from your Koo account from all your devices and obtain a new OTP to log in.
  • Please follow the Koo Policy handle on the Koo platform to know more about keeping your account secure

If you still require assistance after following the above steps, send us an email describing the issue to  [email protected] and our team will get in touch with you. Please ensure to include all details and screenshots to help us assess the issue accurately.

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