Hacked and Etsy Tech Team will not help me

[mrfcgubv]

I am at such a loss to what to do!

My Etsy account was hacked on Friday, July 22. I noticed Monday July 25 that I couldn't login to my store using my saved passwords and I couldn't reset my password because the email address I registered my store with is no longer active (I gave up my domain name and forgot to change the email first). On July 25 I notified Etsy via the chat function that I had been hacked and I asked them to change my email to one that works so I could reset my password. I was told that only the technical team could do that and I would have to wait for them to email me.

It's Aug 9 and I AM STILL WAITING FOR ETSY TO HELP ME!! I have contacted Etsy via the chat function so many times (I have saved every chat) and I was told that tickets have been made an they have been marked urgent but I AM STILL WAITING!

I have orders that are weeks overdue (as a regular shopper I can see how many sales my store has made).

Does anyone have any idea on how I can get in touch with Etsy tech support and actually get someone to help me?

As a side note - in my desperation to solve this I even went as far to buy my domain name again but I learned that it had been purchased on July 21, the day before I was hacked.

[hopeandjoystudios]

I would try to disconnect whatever credit card or bank account was attached to your shop if you haven't already.  You would have to do it from the bank/cc side. That is ridiculous that there isn't faster response times for hacking cases. I might message their social media posts with Help my account has been hacked and I  have been waiting 2 weeks for any help  from Etsy after numerous contact and email attempts!  Sqeaky wheel and all.

[LastCentury]

Keep replying to the email they send you until you get a real person and not an automated reply. Do not open up new emails / tickets.

It took 3 weeks for me to get a real response from Etsy for my last issue.

Yours is pretty serious, I would hope it got fast tracked. Good Luck.

but wait... I am confused as to how you are still able to post here from your account? If that is possible you should be able to change your settings, email, pswd etc??? 

[Spellbinderie]

Oh that is odd.  Maybe they mean another shop, rather than the one they are posting from?  Because they also wouldn't be able to access the chat feature if they no longer had access to their shop.

[mrfcgubv]

To be honest I have no idea why I am still showing up here in this form under my shop profile picture. I wondered that as well.

[mrfcgubv]

Spellbinderie, you can still use the chat function if you are not logged into your shop

[Spellbinderie]

@mrfcgubv 

How are you accessing the forums though?  You can't post here without being logged in.  Sounds like some kind of glitch is going on.  Must be very frustrating.

[Amaradorn]

@LastCentury @Spellbinderie 

Etsy and the forums are two separate websites. They are linked but separate. Apparently, when something goes wrong, you can be logged into one but not the other.

[Spellbinderie]

How is Etsy going to communicate with you if you don't have access to your shop OR the email associated with your shop?
Normally they send a message to your email.

Try reaching them on Twitter.

[mrfcgubv]

I provided the person I chatted with at Etsy a current email to include in the ticket

[Spellbinderie]

@mrfcgubv I would not count on Etsy to send a response to your new email.  

This sounds like a tricky situation.  I hope that eventually you can get Etsy to sort things out.

[nineteen27]

Are you still receiving deposits into your bank account for sales that are still happening?

[mrfcgubv]

So far, yes. I did at the beginning of the month as scheduled (I have it on a monthly deposit)

[nineteen27]

Why would someone hack into your account and not change anything?

They didn't replace your bank account with theirs, they didnt buy anything, they didn't change your listings,  etc.

If you were able to sign into the forums, that means the password is working yes?

[mrfcgubv]

They requested a reset password on Friday (this was confirmed to me via Etsy and I am not the one who requested this) which cancelled the one I knew. Whoever tried hacking my store won't be able to reset the password either because it's going to a defunct email. If I try signing into my store it won't let me. I believe this Etsy community forum is a different password login, right?

[Spellbinderie]

@mrfcgubv 
No there's not a separate password for the forums.  If you try to post here without being logged into your shop, you are prompted to log into your shop account using the shop account password (ETA - not true, I just tested that & I was wrong).  

[mrfcgubv]

Whoa, that is so bizarre! I wonder what's happening. All at once at the end of July I was logged out of my phone apps and off my desktop where I had all my passwords saved and now when I go to login using the saved passwords it won't let me.

[VibeEnvy]

Have you tried typing your email password in manually to make sure it's actually the right ones and spelled correctly and everything? When having trouble don't rely on auto fill passwords or anything, try to control as much as you can to rule out any possible issues.

[Amaradorn]

Well, the good news is it looks like whoever was trying to log in to your account didn't manage it because it looks normal to me. So Etsy just prompted a password change because they detected strange activity. Unfortunately I don't know any other way of contacting Etsy other than through the support links.

[nineteen27]

So your account wasn't actually hacked into since whomever tried to change your password, could not.

It sounds like Etsy put your account on lockdown due to suspicious activity.  All you can do is hope someone from Etsy sees your post here or contacts you about it soon.

[mrfcgubv]

I see what you mean about terminology. I should say there was an attempt to hack into my account.

[nineteen27]

@mrfcgubv 

can you sign in here:

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

[mrfcgubv]

No, it prompts the same page as if I was logging into my store.

[Dior4U]

Hi,

Did you have someone other than yourself access to your computer?  Did you take it for repair or allowed someone else to use it?  I took mine for repairs.  They said I had viruses and charged me $300 to have it removed.  When I got my computer back, I could not access any of my accounts.  None of my passwords worked. I had a terrible time.  Ebay suspended my account after 17 years because they "did not recognize it".  Finally a friend who works in IT discovered the flaw.  The repair man did NOT wipe my computer clean, he registered another user on it.  Thats why my none of my passwords did not work and it also became "unrecognizable" to Ebay.  Good luck!

John

P.S:  There were no viruses on my computer.   Turned out I needed a new mouse.  

[nineteen27]

I am trying to find a workaround for you!

Since you can access the forums, that means you have access to forum messages so this is what I would do.

Click on this page.

https://community.etsy.com/t5/user/viewprofilepage/user-id/964792

scroll down and on the right side it says "contact me"

send that etsy admin person a message and let them know its the only way to contact someone for help and let them know what is happening... if she doesnt respond, go to the forum announcement page and choose a different etsy admin.