HELP ACCOUNT HACKED URGENT!!!

[Dizzyhazel]

My account was hacked last night! they deleted all my listings and they put up a listing with a nude girl. they also pressed all my orders as completed putting my star seller rank to the bottom..i have access to my account! please help me! i have this shop for almost four years with thousands of sales and 5 star reviews! this is my only income!

[SVGRox]

Try and contact Etsy support as it might be awhile before they see this post- sorry to hear that your account was hacked

[CryzalisDesigns]

I am so sorry this is happening to you, I know live chat is not available at the moment.

You could try requesting a call back, not sure if it will work as it mostly seems to work for sellers in the United States, but worth a try.

https://help.etsy.com/hc/en-us/requests/new?segment=selling&fbclid=IwAR3XJULkao3ZPR8XcOEf2A7143n87Xt...

Any moderators around to assist this sellers?

[Amaradorn]

First change your password and set up 2 factor authentication (remember to save the back up codes on another device).

Check your sign in log to see if you can spot the hacker and sign them out of your account. Locations are approximate and might to be that of your internet provider, so look first for someone in a different country.

Contact support via your shop manager.

Run a virus scan on devices you use to access your Etsy shop. Ensure there are no keyloggers, viruses or trojans installed. Get help from an IT professional if you don't know how to do this.

[CraftyCornishMaids]

@Dizzyhazel 

If you have access,

go to the place where you set up 2FA

https://help.etsy.com/hc/en-gb/articles/115015569567-How-to-Make-Your-Account-More-Secure

Underneath , there is a list of logins, and people logged in,

1. log out anyone who is not you.

2. change your password

3. set up 2FA

4. download the list of backup codes

do the above fairly quickly, so they don't have chance to step in.

then

5. set up a new e-mail address, and change to that

6. If they have changed your bank account, and you cant change it back, change the date on the credit card in the BILLING section (not payment section) to todays date, then no money will be transferred to the wrong account, until you put the correct date back in.

7. If they have compromised your bank account, contact your bank

8. report the hacking to your legal authorities in your country - give them the IP address, and location, of the ones you logged out, that were not you

9, log a call with etsy - from dashboard - community and help - contact us - keep going until you get to "I still need help"

10. Run virus checkers on all your devices

[Dizzyhazel]

Thank you so much for your reply! I have already done all your suggestions.. also i had 2 step verification before hacking but they still hacked my account.. none of my bank ir email info have changed by them..i cant get a call since i am from Greece..

[CryzalisDesigns]

Hopefully a moderator will turn up and step in to help, until then send the help request via your dashboard and contact live chat via your dashboard once it goes live in a few hours.

This is exactly why there should be a direct 24/7 contact for account security issues, I am mortified that there is not for a company of this size. 

[CraftyCornishMaids]

If they have done all the above, and no bank account etc has been changed, then there is nothing more etsy can do for them.

Etsy could give the info to the legal authorities on any info they can glean from the hacker, if they are approached by the legal authorities, but there isn't anything else they can do.

.....

Personally, I wouldn't contact etsy, if it's been fixed

they will go through their standard procedure, and the OP will probably lose their shop for at least a week, whilst they take their time to tell them that there is nothing wrong with their account now

.... speaking from experience here!

[Dizzyhazel]

Exactly what i am thinking! this is unacceptable.. this kind of problems have to be resolved within 24 hours the most! i am losing money this time that we are speaking! 

[CraftyCornishMaids]

@Dizzyhazel 

If you have done all the above, you've fixed it yourself.

What is it, you actually want etsy to do?

[Dizzyhazel]

shouldn't etsy be able to restore all my deleted listings?! 

[CryzalisDesigns]

I don't think deleted listings can be restored. 

[CraftyCornishMaids]

Ah, I understand now,

Not sure if they can restore listings only, rather than just the whole account, back to a time, but then that will let you open to the hackers again

and not sure if they can actually do that, without mucking up finances etc.

are the listings actually gone, and not disabled?

If you have ever downloaded your listings to a csv, you could use those to rebuild

you can google, and get cached versions of your listings, and use those to rebuild

but I don't think I have ever seen anyone say etsy has been able to restore deleted listings

[Dizzyhazel]

i have read from numerus users that accidentally deleted some of their listings that etsy were able to retrieve them.. because all of my listings are also still at my sold items..i will have to wait and see if someone from the support will help me..

[JJewellerySuppliesUK]

So sorry to hear about this!

Here's Etsy's article:  What to Do if You Suspect Fraud in Your Etsy Account – Etsy

[CraftyCornishMaids]

Thinking about this, it's not fraud, and not a standard hacking type thing,

you have a lot of sales and making good money

normally hackers change the bank account, and lock you out, so they can get the money.

This person hasn't done this, they have not logged you out or changed anything, just deleted your listings (which are selling well) and put up a nude picture

it sounds like a disgruntled employee or aquaintance, that had access to your account and info, not a hack

[JJewellerySuppliesUK]

@CraftyCornishMaids   Haha! Seriously?

[CraftyCornishMaids]

Yes,

why would they get rid of all listings that were making money, put up a picture unlikely to sell anywhere near as well,

and not even change the bank account to theirs, to get the money

and not change the password or log the seller out, so they can go in, and put it all right again. apart from the listings.

it doesn't look like a hack for fraud to me.

[Dizzyhazel]

i forgot to mention that they deleted all my messages history and they were sending message to other accounts who were also have shops asking about their e mail..

[Somethinks2Design]

Please @FabioMcMustache  help! Looks like there is another account hacked to send scam messages out. Thank you!

[Dizzyhazel]

sorry for my ignorance but who is HerrMoostache? what can she do to help me?

[Somethinks2Design]

He is an Etsy moderator here in the forums and and he may be able to escalate this matter quickly to the security team that they can get in touch with you.

He helped other seller with hacked account before.

[Somethinks2Design]

It is terrible to see accounts being hacked, either to rip off customers with fake listings and redirect the money to the scammers' accounts, or to send scam messages through the hacked account to lure other sellers into the scam trap. We other sellers feel helpless and there is nothing we can do.

I hope for your sake that Etsy is at least able to somehow restore your listings based on the items sold.

[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!