ACCOUNT HACKED!! Need Help from Etsy

[ByVictoriaMaxwell]

My Etsy account was hacked this afternoon - they sent hundreds of customers messages telling them they had won 100 euros and some had a hyperlink to press to claim their prize.  Whilst trying to do a Live Chat with Etsy help, the hackers 'overtook' the chat and wrote profanities towards the Agent which looked as though they were coming from me and now I am unable to seek help via chat.  I have sent an email but super worried and anxious - can any Etsy staff here help??

Thank you!

[PlatypusDream]

@FabioMcMustache 

@thatregina 

Can you help?

[JMOldeVintage]

This is the second thread I've seen recently where an account has been hacked & messages being sent. Not to say that something else won't arise in the future.

@ByVictoriaMaxwell  - Do a virus/malware scan on all the devices you use to access your shop. 
Keep an eye on your Etsy shop but also any other marketplaces you sell, your bank accounts, etc. 

[ByVictoriaMaxwell]

Thank you, yes, I'm taking every precautionary step I can.  The message they've emailed reads:

[This content has been removed by Moderation. We ask that you please review Section 1, Item 1 of our Community Policies before posting in the Forums.]

PS: The message in question did not come from Etsy, and we have already actioned the account attempting to impersonate admin.

Just in case anyone has the same!  I'm just trying to find any way to speak to Etsy as they have now disabled my live chat due to the hacker overtaking it..

[ByVictoriaMaxwell]

Could I please speak to someone at Etsy privately about it?  Yes there were also messages saying they were Etsy... 

[bradgoodell]

So sorry this has happened to you.

[AnimePlushDolls]

most likely you gave your password without knowing it, by someone claiming to be etsy...

[ArtDollsbyJD]

How to Make Your Account More Secure – Etsy Help

At the bottom of the article is Contact support.  Use it to send an email with information.

At the same time make sure you are working from a clean device.  If keylogging is on your computer the hackers can override anything you do.

Alert your bank to possible fraud happening as well as your credit card company.

It's possible the hackers got your password and other information from keylogging.  Is your phone if you use the app secure? 

[ItsSoRetroUK]

I was shut out of my account last night so am now messaging through an old account - communication with Etsy seems to be very difficult and I had 200 outstanding orders I would like to access and process. Is there any way to speed up gaining access? The hacker didn’t change my listings or alter the bank info, it was purely a hack of the messages (obviously still concerning) my store has now vanished completely, it doesn’t even state it’s on holiday.. it is mine and my husbands livelihood so our family literally has no income without it. Can a moderator please help?

(Original hacked store was ByVictoriaMaxwell)

Thank you!!

[FabioMcMustache · Accepted solution]

Hello,

I've forwarded your concerns to our security team, and your case is being worked on as we speak.

Moving forward, they will handle it directly with you, so please stay tuned to your email as they may reach out through there. While we cannot get into specifics, such situations and the processes that they entail on our end may vary on a case-by-case basis, and what we can say is that we'll do our best to support you and rectify this situation as quickly and efficiently as possible.

In the meantime, please don't be alarmed if you see any unusual activity regarding your shop.

Thank you.