Unauthorized Payments Policy

1. Report it right away

If you see a payment, top-up or payout you did not make, or a charge from Versine on your card or bank statement that you do not recognize, email support@versine.com. Tell us the date and amount, and anything else you know about it.

If you have a Versine account, you can also disconnect AI agents yourself in the app. When you report a payment, we freeze the account’s payments, which also stops claim links that have not been claimed, scheduled payments from payment rules, and payments to trusted contacts.

2. How we find unauthorized activity

• Coinflow alerts. Coinflow screens every card top-up made through it for fraud and sends us fraud alerts and chargeback notices.
• Your reports. Reports from account holders, cardholders and bank account holders.
• Our risk alerts. We limit identity verification attempts per IP address, and watch for sudden spikes in how often or how much money is added or sent, and for repeated declined cards.
• Email receipts. We email you a receipt for every top-up through Coinflow and every payout to a bank account, so you can spot anything you did not do.

3. How we investigate

We freeze payments at once. While we review, the account’s payment features are frozen: no sending, paying out, claim links, scheduled payments or payments to trusted contacts. The money stays in the account holder’s own wallet. A freeze never moves or takes it.

We review within one business day, using:

• Identity verification results.
• Device and IP address history.
• Passkey approval records.
• 3D Secure and address-check results for card payments.
• The account’s transaction history.

We contact the account holder at their verified email address and phone number.

4. How we resolve it

• If the activity was unauthorized, we close the account used for it, so its payment features stay frozen. We notify Coinflow and Bridge, and provide our evidence for any chargeback.
• If the account holder made or approved it, we lift the freeze.

5. Money that has already moved

Every payment from a Versine balance is approved with the account holder’s passkey, or by a payment rule they approved. Payments are recorded on a blockchain and paid out by our providers, so a payment that has gone through may not be reversible. Versine holds no keys to anyone’s wallet, so it cannot take money out of a wallet, including to reverse a payment.

Where we can, we help you work with the provider involved: Coinflow for money added, and Bridge for payouts to bank accounts. If your card or bank account was charged without your permission, you can also dispute the charge with your bank or card issuer, and we give Coinflow our evidence for that chargeback.

A refund for a charge that was a mistake (a duplicate or a wrong amount) follows our Refund Policy.

6. Records

We keep records of every report, investigation and decision for at least 5 years.

7. Contact

Oversine, Inc., 2261 Market Street STE 68058, San Francisco, CA 94114 · support@versine.com