产品分析 / 2026.09.20 / V2
用户认可“保护资金”，
却混淆了安全 PIN 的使用方式
建议优先解决密码概念混淆、忘记密码／解锁入口误入，以及冻结后继续重试。上线前先核对真实触发和恢复规则。
阅读边界：本报告依据客服回访记录，不是直接听取录音后的逐字转录。记录中的体验属于受访者陈述；产品机制是否如此，仍需事件与现网验证。需求、优先级及验收条件是产品建议。
01 / 先看这四个数字
207
名单记录读取第 3—209 行，不等同于 207 份有效访谈。
25
标记成功的问卷34 条标记已联系；成功问卷也有缺答。
8 / 25
明确涉及 PIN 混淆严格人工归类，占成功问卷 32%；不能外推全体用户。
4.26 / 5
19 份有效评分均值其中 10 份给 5 分；高评分与理解错误并存。
关键判断：这批反馈已足以支持修正概念解释和操作分流，但还不足以说明“全体用户中多少人误用”，也不足以证明重复输入都是安全 PIN 真正触发。明确混淆的成功问卷见 第 9 行、第 11 行、第 13 行、第 15 行、第 21 行、第 22 行、第 23 行、第 28 行。
未完成问卷中还有两条明确涉及支付 PIN 混淆的记录（第 10、29 行），作为补充定性证据，未加入 8／25 的统计。表内未见可明确证实“本人当时遭当面胁迫而正确触发安全 PIN”的完整叙述；这不代表现实中没有这种场景。
02 / 大家的实际理解与反馈
| 反馈主题 | 记录说明 | 依据 | 产品含义 |
|---|---|---|---|
| 把安全 PIN 当成别的密码 | 明确混淆的 8 份成功问卷中：7 份涉及支付／银行卡 PIN，1 份涉及登录 PIN（该条描述的是亲属操作）。 | 第 9 行、第 11 行、第 13 行、第 15 行、第 21 行、第 22 行、第 23 行、第 28 行 | 产品入口和教育未能帮助这些受访者建立密码区别。 |
对应反馈原文与中文翻译 以下为原表客服记录，非录音逐字稿；英文保留原拼写。行号对应飞书原表。 英文原文 customer was using the pin as a payment pin 中文翻译 客户把这个 PIN 当作支付 PIN 使用。 英文原文 The customer stated that she had forgotten her payment PIN and mistakenly believed that her security PIN was her payment PIN, which resulted in her repeatedly using the security PIN. 中文翻译 客户表示，她忘记了支付 PIN，并误以为安全 PIN 就是支付 PIN，因此反复使用安全 PIN。 英文原文 Customer stated he forgot his payment, hence the input of the security pin 中文翻译 客户表示，他忘记了支付密码，因此输入了安全 PIN。 原文 “forgot his payment” 有词语省略，中文按本题 PIN 语境译为“忘记支付密码”。 英文原文 Customer reported initiating multiple transactions while believing they were changing their payment PIN, but was unaware that they were entering the security PIN. 中文翻译 客户表示，他以为自己在更改支付 PIN，期间发起了多次交易，却不知道自己输入的是安全 PIN。 英文原文 Customer stated that she mistakenly believed the security PIN and payment PIN were the same when attempting to initiate a transaction and was unaware of the appropriate use of the security PIN feature. 中文翻译 客户表示，在尝试发起交易时，她误以为安全 PIN 和支付 PIN 是同一个，也不知道安全 PIN 功能的正确使用方式。 英文原文 Customer stated that he mistakenly believed the security PIN was the same as his card PIN. He contacted the support team, who clarified the distinction between the two PINs and provided guidance on the appropriate use of the security PIN feature. 中文翻译 客户表示，他误以为安全 PIN 就是银行卡 PIN。他联系了客服团队，客服澄清了两种 PIN 的区别，并指导他正确使用安全 PIN 功能。 英文原文 Customer claimed that the security PIN was entered multiple times because she believed it was also required for transaction payments. 中文翻译 客户表示，她多次输入安全 PIN，是因为她认为交易付款也需要这个 PIN。 英文原文 "The person, mistakenly believing the safety PIN was the login PIN, 中文翻译 这个人误以为安全 PIN 就是登录 PIN。 | |||
| 理解成“保护账户”，但不知道怎么用 | 有用户开通是为了保护资金，实际仍把它用于交易、提现；“认可保护价值”与“会正确使用”同时存在。 | 第 12 行、第 17 行、第 21 行、第 23 行 | 只说“保护资金”不足，需要明确使用场景、动作和后果。 |
对应反馈原文与中文翻译 以下为原表客服记录，非录音逐字稿；英文保留原拼写。行号对应飞书原表。 英文原文 The customer stated that after setting the PIN, she repeatedly entered it while attempting to complete a transaction. 中文翻译 客户表示，设置该 PIN 后，她在尝试完成交易时反复输入它。 英文原文 The customer reported that the security PIN feature was activated multiple times while attempting to complete a withdrawal transaction from the account. 中文翻译 客户表示，在尝试从账户提现时，多次触发了安全 PIN 功能。 英文原文 Customer stated that she mistakenly believed the security PIN and payment PIN were the same when attempting to initiate a transaction and was unaware of the appropriate use of the security PIN feature. 中文翻译 客户表示，在尝试发起交易时，她误以为安全 PIN 和支付 PIN 是同一个，也不知道安全 PIN 功能的正确使用方式。 英文原文 Customer claimed that the security PIN was entered multiple times because she believed it was also required for transaction payments. 中文翻译 客户表示，她多次输入安全 PIN，是因为她认为交易付款也需要这个 PIN。 | |||
| 把功能当成解锁／找回入口 | 两条明确记录用户为解除锁定进入该功能；另有忘记支付或卡 PIN 的案例。 | 第 5 行、第 7 行、第 11 行、第 13 行、第 22 行 | 需要修正入口分流和找回路径，不能只增加安全宣传。 |
对应反馈原文与中文翻译 以下为原表客服记录，非录音逐字稿；英文保留原拼写。行号对应飞书原表。 英文原文 The customer stated that he was not aware of the Security PIN feature. However, he reported that his device had been stolen, which prompted him to report the incident and resulted in his account being locked. He then navigated to that section with the intention of unlocking his account there. 中文翻译 客户表示，他不知道安全 PIN 功能。不过，他称自己的设备被盗，因此报告了这起事件，账户也随之被锁定。之后，他进入该功能区域，目的是在那里解锁账户。 英文原文 Customer stated that she was trying to unblock her account and was unaware of the purpose of the Security PIN.
She was guided on how to unlock her account and informed about the purpose and appropriate use of the Security PIN 中文翻译 客户表示，她当时是想解除账户锁定，并不知道安全 PIN 的用途。客服指导她如何解锁账户，并告知她安全 PIN 的用途及正确使用方式。 英文原文 The customer stated that she had forgotten her payment PIN and mistakenly believed that her security PIN was her payment PIN, which resulted in her repeatedly using the security PIN. 中文翻译 客户表示，她忘记了支付 PIN，并误以为安全 PIN 就是支付 PIN，因此反复使用安全 PIN。 英文原文 Customer stated he forgot his payment, hence the input of the security pin 中文翻译 客户表示，他忘记了支付密码，因此输入了安全 PIN。 原文 “forgot his payment” 有词语省略，中文按本题 PIN 语境译为“忘记支付密码”。 英文原文 Customer stated that he mistakenly believed the security PIN was the same as his card PIN. He contacted the support team, who clarified the distinction between the two PINs and provided guidance on the appropriate use of the security PIN feature. 中文翻译 客户表示，他误以为安全 PIN 就是银行卡 PIN。他联系了客服团队，客服澄清了两种 PIN 的区别，并指导他正确使用安全 PIN 功能。 | |||
| 不知道冻结后果，受限后持续重试 | 4 份成功问卷明确说不知道输入会锁户；另有提示不清、不知为何受限与受限后继续输入。 | 第 3 行、第 15 行、第 21 行、第 22 行、第 23 行、第 24 行、第 25 行 | 开通前讲清后果，后续在合适场景提供恢复帮助。 |
对应反馈原文与中文翻译 以下为原表客服记录，非录音逐字稿；英文保留原拼写。行号对应飞书原表。 英文原文 Customer stated that the on-screen message was not clear enough. The information was therefore explained to the customer in more detail for better understanding. 中文翻译 客户表示，屏幕上的提示不够清楚。因此，客服向客户作了更详细的解释，以帮助其理解。 英文原文 The customer reported being unaware of the reason for the block or restriction placed on their account. 中文翻译 客户表示，他不知道账户被封锁或限制的原因。 英文原文 Customer claimed that her account was restricted after entering the security PIN and stated that she was unaware that doing so would result in her account being locked. 中文翻译 客户表示，输入安全 PIN 后账户受到限制，并称她不知道这样做会导致账户被锁定。 英文原文 Customer stated that the account was restricted after entering the security PIN and was unaware that this action would result in an account freeze. 中文翻译 客户表示，输入安全 PIN 后账户受到限制，而且他不知道这一操作会导致账户冻结。 英文原文 Customer stated that the account was restricted after entering the security PIN and was unaware that this action would result in an account freeze. 中文翻译 客户表示，输入安全 PIN 后账户受到限制，而且她不知道这一操作会导致账户冻结。 英文原文 After the account was restricted i kept trying the pin not until i spoke to an agent who advised and assisted me on unfreezing the account. 中文翻译 账户受到限制后，我一直在尝试输入这个 PIN，直到我与一位客服人员沟通，对方给了我建议，并帮助我解冻账户。 “帮助解冻”是回访记录的表述，不能据此确认客服提前解除过强制冻结。 英文原文 Customer stated that the account was restricted after entering the security PIN and was unaware that this action would result in an account freeze. 中文翻译 客户表示，输入安全 PIN 后账户受到限制，而且她不知道这一操作会导致账户冻结。 | |||
| 普通 PIN 错误锁户与安全 PIN 混在一起 | 部分记录描述登录失败、重置密码、多账户密码错误；不能直接证明有效安全 PIN 被识别。 | 第 26 行、第 27 行、第 30 行、第 31 行、第 33 行、第 35 行、第 37 行、第 86 行 | 先核对事件和取样口径，避免围绕错样本改产品。 |
对应反馈原文与中文翻译 以下为原表客服记录，非录音逐字稿；英文保留原拼写。行号对应飞书原表。 英文原文 The customer stated that they forgot their password, which was the reason it was entered incorrectly multiple times 中文翻译 客户表示，他们忘记了密码，因此多次输入错误。 英文原文 The customer stated that they had no prior knowledge of the safety PIN feature and confirmed that the repeated login attempts were not made by them. 中文翻译 客户表示，此前并不了解安全 PIN 功能，并确认反复尝试登录的操作不是本人所为。 英文原文 The customer reported that the PIN was entered multiple times in an attempt to log in to the account, which resulted in the account being blocked. 中文翻译 客户表示，为了登录账户，多次输入 PIN，结果导致账户被封锁。 英文原文 The customer stated that he wanted to make a withdrawal and was asked to input his PIN. However, the PIN failed, so he entered it multiple times, which resulted in his account being blocked. 中文翻译 客户表示，他想提现，系统要求输入 PIN。但该 PIN 未能通过，因此他反复输入，结果导致账户被封锁。 英文原文 The customer stated that he did not know he was entering the wrong PIN because he thought the PIN was correct. As a result, he entered it multiple times, which led to his account being blocked. 中文翻译 客户表示，他以为这个 PIN 是正确的，并不知道自己输入了错误的 PIN。因此，他多次输入，导致账户被封锁。 英文原文 The customer stated that he has two OPay accounts and logged into the other account but entered the wrong PIN multiple times, which resulted in the account being blocked. 中文翻译 客户表示，他有两个 OPay 账户，登录另一个账户时多次输入了错误的 PIN，结果导致账户被封锁。 英文原文 The customer stated that he was entering his PIN without realizing that it was incorrect. He continued entering the wrong PIN multiple times, which led to his account being blocked. 中文翻译 客户表示，他输入 PIN 时没有意识到它是错误的。他继续多次输入错误 PIN，导致账户被封锁。 英文原文 The customer reported that they the incorrect pin repeatedly entering the PIN incorrectly(when thwy try to reset password) on several occasions. These failed attempts ultimately caused the account to be locked." 中文翻译 客户表示，他们在尝试重置密码时多次反复输入错误 PIN。这些失败的尝试最终导致账户被锁定。 | |||
“不知道输入会锁户”的严格计数只取第 21、22、23、25 行；第 15 行“不知道受限原因”和第 24 行题目回答“No”单独看，不混在同一结论里。
满意度的反例：第 7 行想解锁却不懂用途、第 9 行当支付 PIN、第 22 行当银行卡 PIN、第 23 行以为付款也要输入，均给了 5 分。第 16 行给 1 分，但未具体解释评分原因，不能擅自补出“不满意原因”。
03 / 产品经理可以直接带去评审的需求 List
P0＝先核验和拍板的前置事项；P1＝首批建议实施；P2＝补充验证。这是建议顺序，不代表已承诺排期。每项负责人需评审时指定。
| 编号／顺序 | 需求及反馈依据 | 具体要做什么 | 验收与协作 |
|---|---|---|---|
| R01 P0 | 核对样本和触发事件，拆开普通输错与安全 PIN 现有回访混入登录、重置密码、多账户输错等描述。 第 27 行、第 28 行、第 30 行、第 35 行、第 86 行 | 按调用入口、服务端识别结果、锁定原因、保护开始及结束时间还原事件；区分普通错误 PIN、有效安全 PIN、重复上报及冻结中重试。回访记录补充真实场景和使用者。 | 每条被纳入安全 PIN 误用统计的记录均能匹配真实事件；不把普通锁户计作安全 PIN 触发；不记录 PIN 明文。 协作：数据／研发／客服 |
对应反馈原文与中文翻译 以下为原表客服记录，非录音逐字稿；英文保留原拼写。行号对应飞书原表。 英文原文 The customer stated that they had no prior knowledge of the safety PIN feature and confirmed that the repeated login attempts were not made by them. 中文翻译 客户表示，此前并不了解安全 PIN 功能，并确认反复尝试登录的操作不是本人所为。 英文原文 "The person, mistakenly believing the safety PIN was the login PIN, 中文翻译 这个人误以为安全 PIN 就是登录 PIN。 英文原文 The customer reported that the PIN was entered multiple times in an attempt to log in to the account, which resulted in the account being blocked. 中文翻译 客户表示，为了登录账户，多次输入 PIN，结果导致账户被封锁。 英文原文 The customer stated that he has two OPay accounts and logged into the other account but entered the wrong PIN multiple times, which resulted in the account being blocked. 中文翻译 客户表示，他有两个 OPay 账户，登录另一个账户时多次输入了错误的 PIN，结果导致账户被封锁。 英文原文 The customer reported that they the incorrect pin repeatedly entering the PIN incorrectly(when thwy try to reset password) on several occasions. These failed attempts ultimately caused the account to be locked." 中文翻译 客户表示，他们在尝试重置密码时多次反复输入错误 PIN。这些失败的尝试最终导致账户被锁定。 | |||
| R02 P0 | 确认重复触发、冻结与恢复规则 重复输入后持续受限；客服解冻描述与原介绍边界需要核对。 第 12 行、第 24 行、第 25 行 | 确认冻结时长、限制范围、重复输入是否延长、到期如何恢复、客服实际权限以及与其他锁定叠加关系；明确同一保护期间重复请求的处理。 | 提交统一规则表及事件案例；覆盖首次触发、重复触发、到期、重新登录及叠加锁定；不能未经核对承诺提前解锁。 协作：产品／风控／研发／客服 |
对应反馈原文与中文翻译 以下为原表客服记录，非录音逐字稿；英文保留原拼写。行号对应飞书原表。 英文原文 The customer stated that an unauthorized transaction was initiated on her account, after which she set a security PIN.
She further stated that she has been unable to access her account since then. 中文翻译 客户表示，她的账户上发起了一笔未经授权的交易，之后她设置了安全 PIN。她还表示，自那以后一直无法访问自己的账户。 英文原文 After the account was restricted i kept trying the pin not until i spoke to an agent who advised and assisted me on unfreezing the account. 中文翻译 账户受到限制后，我一直在尝试输入这个 PIN，直到我与一位客服人员沟通，对方给了我建议，并帮助我解冻账户。 “帮助解冻”是回访记录的表述，不能据此确认客服提前解除过强制冻结。 英文原文 Customer stated that they mistakenly entered the security PIN while attempting to make a transaction. The issue has been resolved, and the customer is now able to complete transactions successfully. 中文翻译 客户表示，她在尝试进行交易时误输入了安全 PIN。问题已经解决，客户现在可以成功完成交易。 | |||
| R03 P1 | 统一名称，重写开通前的用途与后果说明 至少 8 份成功问卷明确涉及不同 PIN 混淆。 第 9 行、第 11 行、第 13 行、第 15 行、第 21 行、第 22 行、第 23 行、第 28 行 | 入口、介绍、设置成功页、帮助页统一术语；清楚区分支付 PIN、银行卡 PIN、登录凭据与安全 PIN。明确安全 PIN 用于被胁迫时触发保护，会阻止出金，并非“更安全的日常支付密码”。时长按 R02 结论展示。 | 无需客服解释，用户能复述用途、触发后果和正常付款该用什么；各入口文案一致。 协作：产品／设计／本地化 |
对应反馈原文与中文翻译 以下为原表客服记录，非录音逐字稿；英文保留原拼写。行号对应飞书原表。 英文原文 customer was using the pin as a payment pin 中文翻译 客户把这个 PIN 当作支付 PIN 使用。 英文原文 The customer stated that she had forgotten her payment PIN and mistakenly believed that her security PIN was her payment PIN, which resulted in her repeatedly using the security PIN. 中文翻译 客户表示，她忘记了支付 PIN，并误以为安全 PIN 就是支付 PIN，因此反复使用安全 PIN。 英文原文 Customer stated he forgot his payment, hence the input of the security pin 中文翻译 客户表示，他忘记了支付密码，因此输入了安全 PIN。 原文 “forgot his payment” 有词语省略，中文按本题 PIN 语境译为“忘记支付密码”。 英文原文 Customer reported initiating multiple transactions while believing they were changing their payment PIN, but was unaware that they were entering the security PIN. 中文翻译 客户表示，他以为自己在更改支付 PIN，期间发起了多次交易，却不知道自己输入的是安全 PIN。 英文原文 Customer stated that she mistakenly believed the security PIN and payment PIN were the same when attempting to initiate a transaction and was unaware of the appropriate use of the security PIN feature. 中文翻译 客户表示，在尝试发起交易时，她误以为安全 PIN 和支付 PIN 是同一个，也不知道安全 PIN 功能的正确使用方式。 英文原文 Customer stated that he mistakenly believed the security PIN was the same as his card PIN. He contacted the support team, who clarified the distinction between the two PINs and provided guidance on the appropriate use of the security PIN feature. 中文翻译 客户表示，他误以为安全 PIN 就是银行卡 PIN。他联系了客服团队，客服澄清了两种 PIN 的区别，并指导他正确使用安全 PIN 功能。 英文原文 Customer claimed that the security PIN was entered multiple times because she believed it was also required for transaction payments. 中文翻译 客户表示，她多次输入安全 PIN，是因为她认为交易付款也需要这个 PIN。 英文原文 "The person, mistakenly believing the safety PIN was the login PIN, 中文翻译 这个人误以为安全 PIN 就是登录 PIN。 | |||
| R04 P1 | 开通时增加轻量理解确认 用户知道“保护资金”，仍以为付款需要输入安全 PIN。 第 21 行、第 22 行、第 23 行 | 设置前增加两道情境确认：正常支付用什么、输入安全 PIN 会发生什么；答错立即解释。将教育放在开通阶段，不在真实触发后添加确认或人脸步骤。 | 理解验证在未被客服教答案前进行；验证支付与卡 PIN 区别、冻结后果；紧急触发不增加步骤。 协作：产品／设计／研发／用户研究 |
对应反馈原文与中文翻译 以下为原表客服记录，非录音逐字稿；英文保留原拼写。行号对应飞书原表。 英文原文 Customer stated that she mistakenly believed the security PIN and payment PIN were the same when attempting to initiate a transaction and was unaware of the appropriate use of the security PIN feature. 中文翻译 客户表示，在尝试发起交易时，她误以为安全 PIN 和支付 PIN 是同一个，也不知道安全 PIN 功能的正确使用方式。 英文原文 Customer claimed that her account was restricted after entering the security PIN and stated that she was unaware that doing so would result in her account being locked. 中文翻译 客户表示，输入安全 PIN 后账户受到限制，并称她不知道这样做会导致账户被锁定。 英文原文 Customer stated that he mistakenly believed the security PIN was the same as his card PIN. He contacted the support team, who clarified the distinction between the two PINs and provided guidance on the appropriate use of the security PIN feature. 中文翻译 客户表示，他误以为安全 PIN 就是银行卡 PIN。他联系了客服团队，客服澄清了两种 PIN 的区别，并指导他正确使用安全 PIN 功能。 英文原文 Customer stated that the account was restricted after entering the security PIN and was unaware that this action would result in an account freeze. 中文翻译 客户表示，输入安全 PIN 后账户受到限制，而且他不知道这一操作会导致账户冻结。 英文原文 Customer claimed that the security PIN was entered multiple times because she believed it was also required for transaction payments. 中文翻译 客户表示，她多次输入安全 PIN，是因为她认为交易付款也需要这个 PIN。 英文原文 Customer stated that the account was restricted after entering the security PIN and was unaware that this action would result in an account freeze. 中文翻译 客户表示，输入安全 PIN 后账户受到限制，而且她不知道这一操作会导致账户冻结。 | |||
| R05 P1 | 把忘记密码、银行卡 PIN 和解锁需求导向正确入口 有人为找回密码或解除锁定而误用安全 PIN。 第 5 行、第 7 行、第 11 行、第 13 行、第 22 行 | 在相关找回和恢复流程、非紧急的功能介绍中提供正确去向；区分忘记支付 PIN、忘记银行卡 PIN、账户受限帮助；安全 PIN 页面不能让人误认为可解锁。具体入口以现有产品能力为准。 | 给测试者忘记密码、忘记卡 PIN、锁户三类任务，均能进入正确流程；不会被引导设置或输入安全 PIN 来恢复账户。 协作：产品／设计／账户及银行卡团队 |
对应反馈原文与中文翻译 以下为原表客服记录，非录音逐字稿；英文保留原拼写。行号对应飞书原表。 英文原文 The customer stated that he was not aware of the Security PIN feature. However, he reported that his device had been stolen, which prompted him to report the incident and resulted in his account being locked. He then navigated to that section with the intention of unlocking his account there. 中文翻译 客户表示，他不知道安全 PIN 功能。不过，他称自己的设备被盗，因此报告了这起事件，账户也随之被锁定。之后，他进入该功能区域，目的是在那里解锁账户。 英文原文 Customer stated that she was trying to unblock her account and was unaware of the purpose of the Security PIN.
She was guided on how to unlock her account and informed about the purpose and appropriate use of the Security PIN 中文翻译 客户表示，她当时是想解除账户锁定，并不知道安全 PIN 的用途。客服指导她如何解锁账户，并告知她安全 PIN 的用途及正确使用方式。 英文原文 The customer stated that she had forgotten her payment PIN and mistakenly believed that her security PIN was her payment PIN, which resulted in her repeatedly using the security PIN. 中文翻译 客户表示，她忘记了支付 PIN，并误以为安全 PIN 就是支付 PIN，因此反复使用安全 PIN。 英文原文 Customer stated he forgot his payment, hence the input of the security pin 中文翻译 客户表示，他忘记了支付密码，因此输入了安全 PIN。 原文 “forgot his payment” 有词语省略，中文按本题 PIN 语境译为“忘记支付密码”。 英文原文 Customer stated that he mistakenly believed the security PIN was the same as his card PIN. He contacted the support team, who clarified the distinction between the two PINs and provided guidance on the appropriate use of the security PIN feature. 中文翻译 客户表示，他误以为安全 PIN 就是银行卡 PIN。他联系了客服团队，客服澄清了两种 PIN 的区别，并指导他正确使用安全 PIN 功能。 | |||
| R06 P1 | 分场景完善限制状态、后续帮助与通知 不知道为什么锁户、继续输入、屏幕提示不清楚。 第 3 行、第 15 行、第 21 行、第 24 行、第 25 行 | 把开通前说明、胁迫现场界面、后续帮助分开设计；在经安全评审的场景讲清状态、下一步与恢复规则，避免用户循环重试；锁屏、短信、推送及客服接触一同审视。 | 覆盖他人持有设备、旁观屏幕、重新登录场景；不能因身份验证通过就认定已脱离胁迫；不直接暴露求救动作。 协作：产品／风控／设计／客服 |
对应反馈原文与中文翻译 以下为原表客服记录，非录音逐字稿；英文保留原拼写。行号对应飞书原表。 英文原文 Customer stated that the on-screen message was not clear enough. The information was therefore explained to the customer in more detail for better understanding. 中文翻译 客户表示，屏幕上的提示不够清楚。因此，客服向客户作了更详细的解释，以帮助其理解。 英文原文 The customer reported being unaware of the reason for the block or restriction placed on their account. 中文翻译 客户表示，他不知道账户被封锁或限制的原因。 英文原文 Customer claimed that her account was restricted after entering the security PIN and stated that she was unaware that doing so would result in her account being locked. 中文翻译 客户表示，输入安全 PIN 后账户受到限制，并称她不知道这样做会导致账户被锁定。 英文原文 After the account was restricted i kept trying the pin not until i spoke to an agent who advised and assisted me on unfreezing the account. 中文翻译 账户受到限制后，我一直在尝试输入这个 PIN，直到我与一位客服人员沟通，对方给了我建议，并帮助我解冻账户。 “帮助解冻”是回访记录的表述，不能据此确认客服提前解除过强制冻结。 英文原文 Customer stated that the account was restricted after entering the security PIN and was unaware that this action would result in an account freeze. 中文翻译 客户表示，输入安全 PIN 后账户受到限制，而且她不知道这一操作会导致账户冻结。 | |||
| R07 P1 | 完善客服分类话术与处理路径 多条记录直到客服解释才区分密码或了解恢复方法。 第 4 行、第 7 行、第 22 行、第 24 行 | 按密码混淆、误触、普通错误锁户、真实威胁分类处理；明确状态查询、恢复规则、升级安全团队的职责和联系时机；考虑已出现的豪萨语沟通需求。 | 客服不将所有锁户归为安全 PIN；同类问题答复一致；真实安全事件有可追踪的处理状态；不承诺未支持的解锁能力。 协作：客服／风控／产品 |
对应反馈原文与中文翻译 以下为原表客服记录，非录音逐字稿；英文保留原拼写。行号对应飞书原表。 英文原文 Customer stated that she used the Security PIN feature to protect her funds after an agent explained its purpose to her. However, she had used the feature multiple times. 中文翻译 客户表示，在客服人员向她解释用途后，她使用安全 PIN 功能来保护资金。不过，她曾多次使用该功能。 英文原文 Customer stated that she was trying to unblock her account and was unaware of the purpose of the Security PIN.
She was guided on how to unlock her account and informed about the purpose and appropriate use of the Security PIN 中文翻译 客户表示，她当时是想解除账户锁定，并不知道安全 PIN 的用途。客服指导她如何解锁账户，并告知她安全 PIN 的用途及正确使用方式。 英文原文 Customer stated that he mistakenly believed the security PIN was the same as his card PIN. He contacted the support team, who clarified the distinction between the two PINs and provided guidance on the appropriate use of the security PIN feature. 中文翻译 客户表示，他误以为安全 PIN 就是银行卡 PIN。他联系了客服团队，客服澄清了两种 PIN 的区别，并指导他正确使用安全 PIN 功能。 英文原文 After the account was restricted i kept trying the pin not until i spoke to an agent who advised and assisted me on unfreezing the account. 中文翻译 账户受到限制后，我一直在尝试输入这个 PIN，直到我与一位客服人员沟通，对方给了我建议，并帮助我解冻账户。 “帮助解冻”是回访记录的表述，不能据此确认客服提前解除过强制冻结。 英文原文 Customer prefers to communicate in Hausa 中文翻译 客户更愿意使用豪萨语交流。 | |||
| R08 P1 | 上线理解、误用和保护效果的独立指标 误解功能仍给高分，满意度不能代替理解度。 第 7 行、第 9 行、第 15 行、第 22 行、第 23 行 | 分别跟踪情境题正确率、事件核验后的非紧急误用、冻结中重试、相关咨询量，以及有效触发后保护是否生效；建立改版前基线和同口径观察窗。 | 指标写明人群、分母、时间窗和事件定义；不以减少总触发量或提升满意度作为唯一成功标准；理解检查与客服解释前后分开。 协作：产品／数据／用户研究 |
对应反馈原文与中文翻译 以下为原表客服记录，非录音逐字稿；英文保留原拼写。行号对应飞书原表。 英文原文 Customer stated that she was trying to unblock her account and was unaware of the purpose of the Security PIN.
She was guided on how to unlock her account and informed about the purpose and appropriate use of the Security PIN 中文翻译 客户表示，她当时是想解除账户锁定，并不知道安全 PIN 的用途。客服指导她如何解锁账户，并告知她安全 PIN 的用途及正确使用方式。 同一行 I7 评分原值：5／5。该高评分与上面的误解描述同时出现。 英文原文 customer was using the pin as a payment pin 中文翻译 客户把这个 PIN 当作支付 PIN 使用。 同一行 I9 评分原值：5／5。该高评分与上面的误解描述同时出现。 英文原文 Customer reported initiating multiple transactions while believing they were changing their payment PIN, but was unaware that they were entering the security PIN. 中文翻译 客户表示，他以为自己在更改支付 PIN，期间发起了多次交易，却不知道自己输入的是安全 PIN。 同一行 I15 评分原值：5／5。该高评分与上面的误解描述同时出现。 英文原文 Customer stated that he mistakenly believed the security PIN was the same as his card PIN. He contacted the support team, who clarified the distinction between the two PINs and provided guidance on the appropriate use of the security PIN feature. 中文翻译 客户表示，他误以为安全 PIN 就是银行卡 PIN。他联系了客服团队，客服澄清了两种 PIN 的区别，并指导他正确使用安全 PIN 功能。 同一行 I22 评分原值：5／5。该高评分与上面的误解描述同时出现。 英文原文 Customer claimed that the security PIN was entered multiple times because she believed it was also required for transaction payments. 中文翻译 客户表示，她多次输入安全 PIN，是因为她认为交易付款也需要这个 PIN。 同一行 I23 评分原值：5／5。该高评分与上面的误解描述同时出现。 | |||
| R09 P2 | 定向补访并验证方案 有效成功问卷少，部分数据自相矛盾，缺真实胁迫场景证明。 第 20 行、第 84 行、第 104 行、第 125 行、第 175 行 | 补访密码混淆、解锁误入、一般主动保护、行为无法匹配等人群；加入低频触发对照；先让用户自述，再给选项；保留客服解释前后的理解变化。 | 结论保留脱敏记录号和适用人群；成功问卷与部分反馈分开统计；矛盾状态核对后再使用；不推算全量用户误用率。 协作：产品／用户研究／客服 |
对应反馈原文与中文翻译 以下为原表客服记录，非录音逐字稿；英文保留原拼写。行号对应飞书原表。 英文原文 Customer couldnot specify why he made use of the feature ,although it appeared like he does not understand the feature(customer dropped the call mid survey session) 中文翻译 客户无法具体说明为什么使用这个功能，但看起来他似乎不理解该功能（客户在问卷进行到一半时挂断了电话）。 英文原文 The customer reported that they try to make a payment by repeatedly entering the PIN incorrectly on several occasions. These failed attempts ultimately caused the account to be locked." 中文翻译 客户表示，他们试图付款，多次反复输入了错误的 PIN。这些失败的尝试最终导致账户被锁定。 状态核对：C84 原值 Contacted（已联系）；M84 原文 Customer number was unreachable.（无法接通客户号码。）。这些状态与已填写回答／备注之间存在矛盾，需要复核。 英文原文 due to device loss, and also claims the visited the olffice and has been resollved 中文翻译 因为设备丢失，客户还称自己去过办公室，问题已经解决。 状态核对：C104 原值 Unreachable（无法接通）；M104 原文 Customer number was unreachable.（无法接通客户号码。）。这些状态与已填写回答／备注之间存在矛盾，需要复核。 英文原文 Customer stated to protect her account 中文翻译 客户表示，是为了保护她的账户。 状态核对：C125 原值 CST hang up（客户挂断）；M125 原文 customer did not answer the call（客户没有接听电话。）。这些状态与已填写回答／备注之间存在矛盾，需要复核。 英文原文 The customer reported that the PIN was entered multiple times in an attempt to complete a transaction, which resulted in the account being blocked. 中文翻译 客户表示，为了完成交易，多次输入 PIN，结果导致账户被封锁。 状态核对：C175 原值 Call back request（请求回拨）；M175 原文 customer did not answer the call（客户没有接听电话。）。这些状态与已填写回答／备注之间存在矛盾，需要复核。 | |||
现在就开始：数据与研发核验 R01、R02；产品和设计同步起草 R03、R05，让用户能分清密码、进入正确找回路径。
首轮一并评审：R04、R06、R07，将理解确认、状态帮助和客服话术连接起来。
发布前后验证：R08 随改版交付，R09 补访与可用性验证贯穿其中。验证目标值应在上线前约定，不能事后挑指标。
04 / 三类建议不宜直接变成开发需求
- “增加人脸验证”：第 4 行一位用户提出，但没有明确希望加在哪一步。先确认是开通、管理、解锁还是触发场景。不能直接在求救触发时增加人脸门槛。
- “把冻结提示做得特别明显／允许随时解锁”：清晰提示和恢复帮助确有必要，但原产品追求隐蔽保护。触发现场的页面、通知和解锁权限须经风险评审。第 24 行“客服协助解冻”不足以证明客服可以提前解除强制冻结。
- “做一个模拟体验功能”：本次记录没有明确形成“主动测试是主要动机”的证据。可保留为候选，不应排在密码区分、入口分流与状态帮助之前。
原文的“后台静默通知”不等于报警或保证救援，“歹徒毫无察觉”也不是本次调研验证过的效果。最新冻结时长与能力范围仍需 R02 核实。
05 / 38 条相关记录，双语核对
全量阅读后列出全部含理解、动机、限制体验或归因线索的 38 条记录，而非随机抽取 50 条；现有相关证据不足 50 条，不补造。展开查看英文客服记录摘录和中文归纳。中文为忠实概括，英文保留原拼写；均不是已核验录音逐字稿。不同主题可交叉出现，不能把主题人数相加。
第 3 行 · 问卷成功 · 为了保护账户、防止未经授权访问而使用；认为屏幕提示不够清楚，客服进一步解释；评分…
为了保护账户、防止未经授权访问而使用；认为屏幕提示不够清楚，客服进一步解释；评分 4。
使用原因 · 英文记录
to protect and secure her account.
重复原因 · 英文记录
to prevent unauthorized access to her account.
限制认知／提示 · 英文记录
Customer stated that the on-screen message was not clear enough. The information was therefore explained to the customer in more detail for better understanding.
原表评分：4
第 4 行 · 问卷成功 · 客服解释后用于保护资金；第一次误触，后续有意使用；建议增加人脸验证；评分 4。…
客服解释后用于保护资金；第一次误触，后续有意使用；建议增加人脸验证；评分 4。
使用原因 · 英文记录
Customer stated that she used the Security PIN feature to protect her funds after an agent explained its purpose to her. However, she had used the feature multiple times.
重复原因 · 英文记录
Customer claimed it was done by mistake the first time but the subsequent times were intentional
限制认知／提示 · 英文记录
YES
建议 · 英文记录
Facial verification should be enabled, as the issue was caused by an error on the customer’s part.
原表评分：4
第 5 行 · 问卷未成功 · 不清楚安全 PIN 的用途。手机失窃并报失锁户后，进入该功能是想解锁账户。问卷标…
不清楚安全 PIN 的用途。手机失窃并报失锁户后，进入该功能是想解锁账户。问卷标记未成功。
使用原因 · 英文记录
The customer stated that he was not aware of the Security PIN feature. However, he reported that his device had been stolen, which prompted him to report the incident and resulted in his account being locked. He then navigated to that section with the intention of unlocking his account there.
第 6 行 · 问卷成功 · 为了保护资金；称有人用其手机借贷并从账户扣款，因此更换 PIN。记录没有说明是否…
为了保护资金；称有人用其手机借贷并从账户扣款，因此更换 PIN。记录没有说明是否理解安全 PIN 的胁迫场景；评分 5。
使用原因 · 英文记录
It was to protect my funds.
重复原因 · 英文记录
The customer complained that someone was using her phone to obtain loans, which were subsequently deducted from her account. As a result, she changed her PIN.
限制认知／提示 · 英文记录
Yes
原表评分：5
第 7 行 · 问卷成功 · 想解除账户锁定，不知道安全 PIN 的用途；客服指导解锁并解释功能；评分 5。…
想解除账户锁定，不知道安全 PIN 的用途；客服指导解锁并解释功能；评分 5。
使用原因 · 英文记录
Customer stated that she was trying to unblock her account and was unaware of the purpose of the Security PIN.
She was guided on how to unlock her account and informed about the purpose and appropriate use of the Security PIN
原表评分：5
第 8 行 · 问卷未成功 · 不记得或不知道曾使用安全 PIN；调研未形成结论。…
不记得或不知道曾使用安全 PIN；调研未形成结论。
重复原因 · 英文记录
customer is not aware he used the safety pin
第 9 行 · 问卷成功 · 不知道功能用途，把安全 PIN 当支付 PIN；评分 5。…
不知道功能用途，把安全 PIN 当支付 PIN；评分 5。
使用原因 · 英文记录
customer claimed she was unaware of its purpose
重复原因 · 英文记录
customer was using the pin as a payment pin
限制认知／提示 · 英文记录
yes
原表评分：5
第 10 行 · 问卷未成功 · 备注明确记录把安全 PIN 当支付 PIN；问卷标记未成功，仍有可用的定性线索。…
备注明确记录把安全 PIN 当支付 PIN；问卷标记未成功，仍有可用的定性线索。
备注 · 英文记录
customer was using the pin as a payment pin
第 11 行 · 问卷成功 · 忘记支付 PIN，以为安全 PIN 就是支付 PIN，因此反复输入。没有评分。…
忘记支付 PIN，以为安全 PIN 就是支付 PIN，因此反复输入。没有评分。
使用原因 · 英文记录
The customer stated that she had forgotten her payment PIN and mistakenly believed that her security PIN was her payment PIN, which resulted in her repeatedly using the security PIN.
第 12 行 · 问卷成功 · 账户发生未经授权交易后设置安全 PIN，随后无法访问账户；反复输入是为了完成交易…
账户发生未经授权交易后设置安全 PIN，随后无法访问账户；反复输入是为了完成交易，察觉到账户受限；评分 5。
使用原因 · 英文记录
The customer stated that an unauthorized transaction was initiated on her account, after which she set a security PIN.
She further stated that she has been unable to access her account since then.
重复原因 · 英文记录
The customer stated that after setting the PIN, she repeatedly entered it while attempting to complete a transaction.
限制认知／提示 · 英文记录
Customer stated she noticed her account was restricted
原表评分：5
第 13 行 · 问卷成功 · 忘记支付密码，因此输入安全 PIN；评分 4，并认为 OPay 比其他银行更安全…
忘记支付密码，因此输入安全 PIN；评分 4，并认为 OPay 比其他银行更安全。
使用原因 · 英文记录
Customer stated he forgot his payment, hence the input of the security pin
限制认知／提示 · 英文记录
yes
备注 · 英文记录
Customer stated opay account is more secured than other banks
原表评分：4
第 14 行 · 问卷成功 · 多次无意触发安全功能，随后发现账户冻结；没有评分。…
多次无意触发安全功能，随后发现账户冻结；没有评分。
使用原因 · 英文记录
The customer reported that the security feature was activated inadvertently.
重复原因 · 英文记录
The customer stated that the security feature was activated multiple times inadvertently.
限制认知／提示 · 英文记录
The customer reported that they noticed their account was frozen after using the security feature.
第 15 行 · 问卷成功 · 想升级 App、更改支付 PIN，却不知道已开通安全 PIN；以为在改支付 PI…
想升级 App、更改支付 PIN，却不知道已开通安全 PIN；以为在改支付 PIN，实际输入安全 PIN；不知道账户为何受限；评分 5。
使用原因 · 英文记录
Customer reported attempting to upgrade the app and change the payment PIN but was unaware of the previously activated security PIN.
重复原因 · 英文记录
Customer reported initiating multiple transactions while believing they were changing their payment PIN, but was unaware that they were entering the security PIN.
限制认知／提示 · 英文记录
The customer reported being unaware of the reason for the block or restriction placed on their account.
原表评分：5
第 16 行 · 问卷成功 · 为了保护账户而使用，之后账户受限；评分 1。不能仅凭这一条推断其具体不满原因。…
为了保护账户而使用，之后账户受限；评分 1。不能仅凭这一条推断其具体不满原因。
使用原因 · 英文记录
The customer stated that he had used the account protection feature to protect his account.
重复原因 · 英文记录
The customer stated that he had used the account protection feature to protect his account.
限制认知／提示 · 英文记录
The customer reported that their account became restricted after they used the account security feature.
原表评分：1
第 17 行 · 问卷成功 · 看到 App 介绍可保护账户而开通；反复触发发生在尝试提现时；注意到账户受限，仍…
看到 App 介绍可保护账户而开通；反复触发发生在尝试提现时；注意到账户受限，仍认可功能防欺诈；评分 4。
使用原因 · 英文记录
The customer stated that they activated the security PIN feature after it was presented in the app as a measure to protect their account.
重复原因 · 英文记录
The customer reported that the security PIN feature was activated multiple times while attempting to complete a withdrawal transaction from the account.
限制认知／提示 · 英文记录
The customer reported that their account became restricted after they used the account security feature.
建议 · 英文记录
The customer stated that they were satisfied with the security feature, as it successfully protected their account from fraudulent activity.
原表评分：4
第 20 行 · 问卷未成功 · 无法说明为何使用，客服认为可能不理解；问卷中途挂断。这是客服判断，不算明确的用户…
无法说明为何使用，客服认为可能不理解；问卷中途挂断。这是客服判断，不算明确的用户理解结论。
备注 · 英文记录
Customer couldnot specify why he made use of the feature ,although it appeared like he does not understand the feature(customer dropped the call mid survey session)
第 21 行 · 问卷成功 · 为保护账户开通，交易时以为安全 PIN 与支付 PIN 相同；不知道输入后会锁户…
为保护账户开通，交易时以为安全 PIN 与支付 PIN 相同；不知道输入后会锁户；评分 4。
使用原因 · 英文记录
Customer claimed that she activated the security PIN feature to protect her account.
重复原因 · 英文记录
Customer stated that she mistakenly believed the security PIN and payment PIN were the same when attempting to initiate a transaction and was unaware of the appropriate use of the security PIN feature.
限制认知／提示 · 英文记录
Customer claimed that her account was restricted after entering the security PIN and stated that she was unaware that doing so would result in her account being locked.
原表评分：4
第 22 行 · 问卷成功 · 忘记银行卡 PIN，想重新启用，误开通安全 PIN；以为两者相同，客服解释后才区…
忘记银行卡 PIN，想重新启用，误开通安全 PIN；以为两者相同，客服解释后才区分；不知道会冻结账户；评分 5。
使用原因 · 英文记录
Customer claimed that he had forgotten his card PIN and intended to reactivate it but was unaware that he had activated the security PIN feature instead.
重复原因 · 英文记录
Customer stated that he mistakenly believed the security PIN was the same as his card PIN. He contacted the support team, who clarified the distinction between the two PINs and provided guidance on the appropriate use of the security PIN feature.
限制认知／提示 · 英文记录
Customer stated that the account was restricted after entering the security PIN and was unaware that this action would result in an account freeze.
原表评分：5
第 23 行 · 问卷成功 · 为保护账户开通，以为付款也需要安全 PIN，因此多次输入；不知道会冻结账户；评分…
为保护账户开通，以为付款也需要安全 PIN，因此多次输入；不知道会冻结账户；评分 5。
使用原因 · 英文记录
Customer claimed that the security PIN feature was activated to protect her account.
重复原因 · 英文记录
Customer claimed that the security PIN was entered multiple times because she believed it was also required for transaction payments.
限制认知／提示 · 英文记录
Customer stated that the account was restricted after entering the security PIN and was unaware that this action would result in an account freeze.
原表评分：5
第 24 行 · 问卷成功 · 为保护资金开通；账户受限后继续尝试该 PIN，直至客服指导解冻；对是否知晓限制回…
为保护资金开通；账户受限后继续尝试该 PIN，直至客服指导解冻；对是否知晓限制回答“否”；评分 3。记录不能证明客服提前解冻。
使用原因 · 英文记录
Customer stated that the security PIN was activated to protect their funds.
重复原因 · 英文记录
After the account was restricted i kept trying the pin not until i spoke to an agent who advised and assisted me on unfreezing the account.
限制认知／提示 · 英文记录
No
原表评分：3
第 25 行 · 问卷成功 · 交易时误输入安全 PIN，不知道会冻结账户；称问题已解决且交易恢复；评分 4。完…
交易时误输入安全 PIN，不知道会冻结账户；称问题已解决且交易恢复；评分 4。完成状态是回访转述，未核验后台。
使用原因 · 英文记录
Customer stated that they mistakenly entered the security PIN while attempting to make a transaction. The issue has been resolved, and the customer is now able to complete transactions successfully.
限制认知／提示 · 英文记录
Customer stated that the account was restricted after entering the security PIN and was unaware that this action would result in an account freeze.
建议 · 英文记录
It very good and okay
原表评分：4
第 26 行 · 问卷成功 · 为保护资金设置安全 PIN，忘记密码后反复输错；最初不知发生问题，后来才知道；未…
为保护资金设置安全 PIN，忘记密码后反复输错；最初不知发生问题，后来才知道；未提供评分或建议。无法仅凭该描述确认属于安全 PIN 触发。
使用原因 · 英文记录
The customer stated that the main reason for setting the Safety PIN was to protect their funds. However, the PIN was entered incorrectly multiple times, which resulted in the issue
重复原因 · 英文记录
The customer stated that they forgot their password, which was the reason it was entered incorrectly multiple times
限制认知／提示 · 英文记录
The customer stated that they were unaware of the issue initially and only became aware of it at a later time.
备注 · 英文记录
The customer was unwilling to provide a rating, and suggestion stating that they did not see the need to do so.
第 27 行 · 问卷成功 · 称他人反复尝试访问账户导致锁定，本人不了解安全 PIN，也称不是本人操作；需核对…
称他人反复尝试访问账户导致锁定，本人不了解安全 PIN，也称不是本人操作；需核对登录失败与安全 PIN 事件。
使用原因 · 英文记录
"The customer reported that someone attempted to access their account and then, repeatedly entering the PIN, which caused the account to be locked
重复原因 · 英文记录
"The customer reported that someone attempted to forcefully access their account by repeatedly entering the PIN multiple times
建议 · 英文记录
customer did not give a suggestion
备注 · 英文记录
The customer stated that they had no prior knowledge of the safety PIN feature and confirmed that the repeated login attempts were not made by them.
第 28 行 · 问卷成功 · 亲属多次输错 PIN 尝试访问账户，以为安全 PIN 是登录 PIN，导致锁定；…
亲属多次输错 PIN 尝试访问账户，以为安全 PIN 是登录 PIN，导致锁定；需核对实际入口与锁定类型。
使用原因 · 英文记录
The customer reported that a close relative attempted to access their account by repeatedly entering the PIN incorrectly on several occasions. These failed attempts ultimately caused the account to be locked."
重复原因 · 英文记录
"The person, mistakenly believing the safety PIN was the login PIN,
第 30 行 · 问卷未成功 · 登录时反复输入 PIN 导致账户受限，称仍未解锁；没有明确区分普通登录失败和安全…
登录时反复输入 PIN 导致账户受限，称仍未解锁；没有明确区分普通登录失败和安全 PIN。
使用原因 · 英文记录
The customer reported that the PIN was entered multiple times in an attempt to log in to the account, which resulted in the account being blocked.
备注 · 英文记录
The customer reported that the account remains blocked after multiple PIN entry attempts during login.
第 29 行 · 问卷未成功 · 尝试输入支付 PIN 访问账户时，误多次输入安全 PIN；问卷未成功。入口表述含…
尝试输入支付 PIN 访问账户时，误多次输入安全 PIN；问卷未成功。入口表述含糊，需核对。
备注 · 英文记录
The customer stated that they attempted to access their account by entering their payment PIN. However, during the process, they mistakenly entered the Security PIN multiple times.
第 31 行 · 问卷成功 · 提现时要求输入 PIN，失败后多次重试导致锁户；评分 3。不能据此确认识别到有效…
提现时要求输入 PIN，失败后多次重试导致锁户；评分 3。不能据此确认识别到有效安全 PIN。
使用原因 · 英文记录
The customer stated that he wanted to make a withdrawal and was asked to input his PIN. However, the PIN failed, so he entered it multiple times, which resulted in his account being blocked.
限制认知／提示 · 英文记录
Yes
原表评分：3
第 33 行 · 问卷成功 · 以为 PIN 正确，不知道输错，多次尝试后锁户；评分 5。锁户原因需核对。…
以为 PIN 正确，不知道输错，多次尝试后锁户；评分 5。锁户原因需核对。
使用原因 · 英文记录
The customer stated that he did not know he was entering the wrong PIN because he thought the PIN was correct. As a result, he entered it multiple times, which led to his account being blocked.
限制认知／提示 · 英文记录
Yes
原表评分：5
第 34 行 · 问卷未成功 · 以为 PIN 正确而反复输入，随后锁户；调研中途挂断，问卷未成功。…
以为 PIN 正确而反复输入，随后锁户；调研中途挂断，问卷未成功。
使用原因 · 英文记录
The customer stated that he did not know he was entering the wrong PIN because he thought the PIN was correct. As a result, he entered it multiple times,which led to his account being blocked.
第 35 行 · 问卷成功 · 有两个 OPay 账户，登录另一账户时反复输入错误 PIN 而锁户；对是否知道限…
有两个 OPay 账户，登录另一账户时反复输入错误 PIN 而锁户；对是否知道限制回答“否”；评分 5。
使用原因 · 英文记录
The customer stated that he has two OPay accounts and logged into the other account but entered the wrong PIN multiple times, which resulted in the account being blocked.
限制认知／提示 · 英文记录
No
原表评分：5
第 37 行 · 问卷成功 · 未意识到 PIN 错误，持续输入后锁户；对是否知道限制回答“否”；评分 5。…
未意识到 PIN 错误，持续输入后锁户；对是否知道限制回答“否”；评分 5。
使用原因 · 英文记录
The customer stated that he was entering his PIN without realizing that it was incorrect. He continued entering the wrong PIN multiple times, which led to his account being blocked.
限制认知／提示 · 英文记录
No
原表评分：5
第 44 行 · 问卷未标记 · 只记录为保护账户而使用，网络中断；属于未完成的部分信息。…
只记录为保护账户而使用，网络中断；属于未完成的部分信息。
使用原因 · 英文记录
to protecte the account
第 84 行 · 问卷未成功 · 反复输错 PIN 是为了付款，随后锁户；称后来已解锁。呼叫状态为已联系，但备注却…
反复输错 PIN 是为了付款，随后锁户；称后来已解锁。呼叫状态为已联系，但备注却写无法接通，数据存在矛盾。
使用原因 · 英文记录
The customer reported that they try to make a payment by repeatedly entering the PIN incorrectly on several occasions. These failed attempts ultimately caused the account to be locked."
重复原因 · 英文记录
the customer claims that the were trying to make a payment
限制认知／提示 · 英文记录
YYes
备注 · 英文记录
customer syas they have been able to unblock the account afterward/ and was advised
第 86 行 · 问卷成功 · 重置密码时反复输入错误 PIN，导致账户锁定；标记问卷成功，但回答不完整，需核对…
重置密码时反复输入错误 PIN，导致账户锁定；标记问卷成功，但回答不完整，需核对是否属于安全 PIN。
使用原因 · 英文记录
The customer reported that they the incorrect pin repeatedly entering the PIN incorrectly(when thwy try to reset password) on several occasions. These failed attempts ultimately caused the account to be locked."
重复原因 · 英文记录
entering the PIN incorrectly(when thwy try to reset password) on several occasion
第 104 行 · 问卷未成功 · 称手机遗失，去过办公室，问题已解决；呼叫状态却标记无法接通，需复核。…
称手机遗失，去过办公室，问题已解决；呼叫状态却标记无法接通，需复核。
使用原因 · 英文记录
due to device loss, and also claims the visited the olffice and has been resollved
第 125 行 · 问卷未成功 · 称为保护账户使用；呼叫状态写用户挂断，备注写未接听，需复核。…
称为保护账户使用；呼叫状态写用户挂断，备注写未接听，需复核。
使用原因 · 英文记录
Customer stated to protect her account
第 151 行 · 问卷未成功 · 描述交易时多次输错 PIN，又称有人尝试从账户盗取资金；事件主体及触发类型不清，…
描述交易时多次输错 PIN，又称有人尝试从账户盗取资金；事件主体及触发类型不清，问卷未成功。
使用原因 · 英文记录
The customer reported that the pin repeatedly entering the PIN incorrectly(when they try to make a transaction These failed attempts ultimately caused the account to be locked."
重复原因 · 英文记录
customer says someone tires to steal from their account and entered the pin too frequesntly
第 175 行 · 问卷未成功 · 称为完成交易而反复输入 PIN，导致账户锁定；对是否知道限制回答“否”。状态为请…
称为完成交易而反复输入 PIN，导致账户锁定；对是否知道限制回答“否”。状态为请求回拨，备注为未接听，需复核。
使用原因 · 英文记录
The customer reported that the PIN was entered multiple times in an attempt to complete a transaction, which resulted in the account being blocked.
限制认知／提示 · 英文记录
No
06 / 数据口径与来源
主要来源：Security PIN 高频使用用户电话回访结果表 · 背景来源：电话回访需求文档
- 读取日期：2026-09-20；结果表工作簿版本 48，唯一子表 Sheet2，实际 sheet_id 为 k4XayH。用户链接中的旧子表参数 fe409e 不在当前子表清单中，本次按实际唯一子表读取。
- 物理范围 209 行、13 列；第 1 行话术、第 2 行表头，第 3—209 行共 207 条名单记录。全部读取，包含非成功和表尾记录；各读取分段均确认无截断。
- 状态按原字段计算：Contacted 34 条；SUCCESSFUL 25 条，UNSUCCESSFUL 14 条，问卷状态空白 168 条。呼叫与问卷状态并非一致口径，不互相替代。
- 评分仅用成功问卷中 19 条数值：5 分 10 条、4 分 6 条、3 分 2 条、1 分 1 条；均值 81／19＝4.26。6 条成功问卷没有评分。
- 8／25 来自明确语义人工编码：第 9、11、13、15、21、22、23 行涉及支付／银行卡 PIN；第 28 行涉及登录 PIN（亲属操作）。未把含糊的“输错 PIN”算进去。该比例仅描述这 25 份被标记成功的问卷。
- 第 77、104、145 行等出现“无法接通却填写回答”等异常；第 84、125、175 行状态与备注存在不一致。成功标签不保证填写完整、逻辑正确，需复核。
- 本次未读取录音、生产事件或实测 App；不证明锁定原因或恢复机制。未修改飞书原文及结果表，也未联系回访对象。本地报告与分析数据不包含手机号、客户标识和通话 ID。