Account hacked and can't get ahold of support

[BrighterDayStudios]

Hi all, someone recently got into my account and sent a lot of scam messages while i was sleeping. My star seller is gone and i can no longer reply to messages. My orders also took a dive which might not be related, but the timing seems to make sense.

I can't get in touch with anyone to explain what happened and ways to move forward. My account has a great track record, and it's clear this wasn't me, but not sure what else to do. Thanks for any help!

[NanaLetha]

https://help.etsy.com/hc/en-us/articles/115015654008-What-to-Do-if-You-Suspect-Fraud-in-Your-Etsy-Ac...

[BrighterDayStudios]

Thanks, Ive changed my password a few times since then, because I keep getting automated emails from etsy to do that. 

Ive setup 2FA afew times as well, that setting doesnt seem to stick after I change my password for some reason.

I have reached out to support but havent heard anything back. 

I believe Im doing everything possible on my end, according to that help page. I just would love to talk to someone human and get this sorted out.

Thanks again for the reply

[CanningCrafts]

What do you mean your 2FA isn't "sticking"? Are you not getting codes to sign in? I'm wondering why you keep getting emails for password changes? Have you gone through your Security > Sign in History? You can sign out any users you don't recognize there. If you go through the help center contact page, you should be able to request a call back if you want to speak with someone. 

If a seller sends out spam, I think their messages get shut off for a certain number of days. Since YOU didn't actually send the messages, I'm not sure how Etsy deals with this, if they can reinstate now or not. But if you need to contact customers now, you can email them directly, their email  is listed on the order.

[BrighterDayStudios]

Thanks for the reply. I am getting emails from etsy to change my password, and every time I do, the 2FA settings that i had turned on and added in an authenticator app are turned off. 

The emails say this "Dear Brighter,
Etsy’s Security team detected possible suspicious activity in your account. As a precaution, we’ve temporarily limited access until you create a new password." I know they are legit from etsy because I cant login to etsy until i change the password, again

Im not sure what else to do, i just want to talk to someone to tell them what happened

[ArtDollsbyJD]

Star seller has nothing to do with your present situation unless you have been getting IP notices that went unacknowledged.  Did you check Customer service stats?

I would be suspicious of Etsy constantly sending you emails to change password.  How to Change or Reset Your Password – Etsy Help

I Received a Security Code Email from Etsy – Etsy Help   Did you receive an email from Trust and Safety about a security code?

As to 2fa you should be getting a code to use along with the password change and/or use the backup codes that should be in a secure place printed out.

Did you check your bank information?  IF that information has been changed then you need to contact your bank.

After the first time did you check your computer for malware?  Keylogging?  If you use the app do you have security set on your phone?

[BrighterDayStudios]

It is true that my star seller was impacted by this. A message showed up in my shop manager saying that more scam message issue would result in the removal of star seller, message sending abilities, and possible account closure. This message is now on the top of my customer service stats and wasnt there the day before, no IP issues "Your badges were removed because your account was limited by Etsy. Learn more about our requirements."

No other messages have been sent since the 20 or so during the hours I was sleeping, but the damage has been done. 

I do believe it was malware and key logging. I have completely shut down that computer and using a new one now. They messed with a ton of my accounts, not just etsy. These people were not logging into my account, it seems they were using my logged in session, or tokens to gain access from my ip address. Since using the new computer, I am pretty sure it has stopped happening, but Im still dealing with all sorts of issues from those couple days. 

Its just so frustrating that i cant speak to someone and resolve this, and try to move on. I just got an email from etsy that my bank account was unlined from an etsy admin
"An Etsy admin has unlinked the bank account connected to your Etsy shop, BrighterDayStudios"

[JoLuFabricCreations]

You can request a call back from Etsy by leaving your telephone number.  Right now, it says you can receive a call back in about one minute.

Submit a request – Etsy Help

[BrighterDayStudios]

Thank you!! I just added my number 

[BrighterDayStudios]

This was SO helpful, thank you again! They called and are escalating my case. They have all the info they need right now and Ill just wait to see what happens. Thank you so much

[JoLuFabricCreations]

You are welcome.  No problem.  I would suggest that you bookmark that page for future use.  I did that and that is how I was ablet to send it to you.