1. Do not send money or provide bank account or personal information based solely on requests received via Chatwork. (Be especially cautious immediately after approving a new contact.).

2. If you receive a request, verify the person’s identity using previously used “known contact information” (such as the email address or phone number listed in transaction records, business cards, or internal directories). *Please avoid contacting the details provided in the message itself (as they may belong to the scammer).

3. If something seems suspicious, save the records, remove the account from your contacts or from the group chat, and consult your financial institution, the police, or other appropriate authorities if necessary.

Q: What types of incidents have been confirmed on Chatwork?
A: We have confirmed "spoofing scams" where scammers impersonate representatives or employees of real companies to request bank account information or cash transfers.

Q: What kind of accounts (profiles) are being used?
A: In some cases, malicious accounts use the names and profile images of real individuals without permission.

Q: What kinds of damage could result from this?
A: These incidents may lead to the leakage of personal or other sensitive information, misuse of such information, or financial losses (such as mistaken transfers).

Q: When were these incidents first confirmed? Are the number of cases being disclosed?
A: As of January 2026, we have confirmed such incidents and are issuing warnings.
The number of cases and details regarding detection are currently under investigation. In addition, to avoid encouraging misuse, we are refraining from disclosing a fixed number at this time. (We are responding to each case as it is confirmed.)

Q: What should users be cautious about?
A: Please be especially cautious if you notice any of the following signs:
• Requests for money transfers, bank account numbers, or account changes immediately after approving a new contact
• Messages that try to create urgency or push you to act alone, such as “urgent,” “today,” “confidential,” or “don’t tell your supervisor”
• Requests involving an unfamiliar bank account, an account under an individual’s name, or explanations that seem unusual
• A profile name or image that looks familiar, but the past conversation history or affiliation details do not match
・As a precaution, verify the person’s identity using known contact information and, if necessary, follow your organization’s internal approval procedures.

Q: What should I do if I accidentally approved a contact request?
A: ① Save the profile and conversation records (for example, screenshots).
② Promptly remove the account from your contacts and from any group chats.

Q: What should I do if I believe I may have been affected by a scam?
A: Save the relevant records, then contact the relevant financial institution (such as the receiving bank or your company’s bank) as soon as possible. You should also consult the police or a consumer affairs center. Depending on the situation, escalating the matter to your company’s legal or IT department is also recommended.

Q: As the service operator, how do you view these incidents and how are you responding?
A: We sincerely apologize for the concern and inconvenience caused. As a communication platform, Chatwork places the highest priority on preventing misuse and protecting users. We are continuing to issue warnings and are strengthening our countermeasures.

Q: Are the response procedures and response time targets (SLA) for impersonation accounts publicly available?
A: To prevent potential misuse, we do not disclose details regarding our detection and response processes. However, based on reports and information provided by users, we confirm suspicious activity and take appropriate actions, such as restricting account usage when necessary.

Q: Could you tell us about your monitoring and response system?
A: We do not disclose details of our operational framework. However, we maintain the necessary systems to respond appropriately, with user protection as our highest priority.

Q: Where should I report an impersonation account or message?
A: If you identify a suspicious account or activity, please contact the Reporting/Notification Desk. In addition, please take any initial steps you can on your side (such as saving records, removing the account, and confirming through another communication channel).

Q: Have you consulted or coordinated with the police regarding this matter?
A: Yes. We have begun providing information to the relevant police authorities and are consulting with them on appropriate actions.

Q: Will you provide information if requested by investigative authorities?
A: We will respond appropriately to requests made through legitimate procedures, in accordance with applicable laws and with due consideration for privacy.

Q: HAre you disclosing any information about the attackers (e.g., whether they are domestic or overseas, or whether they are part of an organized group)?
A: As this could affect investigations or potentially encourage further misuse, we refrain from commenting on or speculating about the attackers’ attributes.

Q: Are alerts or warning messages shown for terms such as “money transfer” or “account change”?
A: This may be a viable option. However, to avoid potential misuse, we are cautious about disclosing details regarding our detection criteria.

Q: As a company or administrator, what measures are effective in preventing damage?
A: The following practices are recommended:
• Do not complete money transfers, account changes, or urgent requests based solely on chat messages (require confirmation through another communication channel).
• Establish a rule requiring dual approval (e.g., the responsible staff member plus a supervisor or accounting) for account changes.
• Maintain a registry of official contact information for business partners (email addresses and phone numbers) and use these fixed contacts for verification.
• Regularly share internal guidance (warning signs, initial response steps, and where to seek assistance).

Q: If I receive a message that appears to be from a business partner or related party, how should I verify it?
A: Prioritize confirming the person’s identity using known contact information and preserve records of the communication. If necessary, consult your financial institution, the police, or other appropriate authorities.

Q: Will kubell (the operator of Chatwork) ever ask for bank account information or passwords via chat?
A: No. Our support staff will never ask for your bank account number, PIN, login password, or request money transfers via chat or email in order to prevent the spread of impersonation scams. If you receive such a request, it is a scam impersonating our company. Please do not respond.

Q: Has Chatwork been subject to unauthorized access (hacking)?
A: At present, the incidents we have confirmed and issued warnings about are not related to system intrusion or exploitation of vulnerabilities. Rather, they involve fraudulent activity carried out by impersonation accounts posing as representatives or employees of real companies.
We have confirmed cases in which such accounts request bank account information or money transfers, and responding to these requests could result in financial loss or other damage.
We will continue monitoring the situation and strengthening measures to prevent misuse.

Q: Has any information leakage occurred?
A: At this time, our investigation has found no indication that communication data or other system-side information has been leaked in connection with this alert.
In some cases we have confirmed, a third party creates an account impersonating a real person by using that person’s name or profile image without permission. This may give the impression that information has been leaked.
We will continue our investigation and will provide updates if necessary.

Q: If I approve a contact request, will internal company information automatically be shared with the other party?
A: No. Simply approving a contact request does not automatically expose internal company information.
The incidents we have confirmed mainly involve impersonation accounts that initiate contact requests or conversations and then attempt to request bank account information or money transfers.
Important procedures such as money transfers or account changes should not be handled solely through chat. Please verify the person’s identity using known contact information (such as email addresses or phone numbers previously used).

Q: Can impersonation accounts join group chats without authorization?
A: Under the default settings, third parties cannot join a group chat without authorization (an invitation or similar action is required).
However, there is a possibility of being misled if a suspicious party asks you to invite them to a group chat or share an invitation link. Please do not respond to requests you do not recognize.

Q: How do impersonation accounts send contact requests?
A: Chatwork includes a feature that allows users to search for others and send contact requests. Search keys such as “Name,” “Chatwork ID,” and “Email Address” can be used.
A third party may prepare a profile that impersonates a real person and misuse these functions to contact users.
Do not approve requests you do not recognize. In particular, if a request involves money transfers or account changes, be sure to verify the person’s identity using known contact information.

We are continuing to strengthen security measures against impersonation accounts and are considering additional measures to ensure that users can continue to use Chatwork safely.