It is as if my main shop does not exist anywhere anymore, not on my computer, not on my Etsy app

[CreaLuneSupplies]

I started a topic on Friday because I wasn't getting the security codes on my other account (my main shop) because my phone wasn't ringing so I could not access that shop. I could not sign in. Tonight I installed the authenticator by google and lost my phone access too and the new Etsy app does not recognize that shop, Now I have no access at all to my other shop, bohochicgypsyjewelry.etsy.com  which is my main shop.

This is bad, I need to get those codes turned off and access to my shop back. I have orders to mail tomorrow. I was also communicating with two customers. I have been crying for the past hour. I can usuallly deal with these matters but I am now in panic mode.

This is very urgent because I have three orders to make and ship tomorrow. I have no access to anything. I may have messages. When I go on the new Etsy app there is only one account, this one.

It is as though my main shop does not exist anymore.

Thjanks for helping me resolve this please

[ThePurplePuppy]

Do you have access to another type device?  Sorry I am no help as I ONLY use my computer for Etsy business. No way would I try to operate from a phone or iPad, etc.  If nothing else you might try  the  library and use their computers in the morning and see if you can access that way.

[CreaLuneSupplies]

Hi, I just got back from a friend's place, same thing.

[PlatypusDream]

That shop says that it was last updated YESTERDAY (March 25th).

Are you sure you haven't been hacked?

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

[ThePurplePuppy]

I just looked and your shop is open and running. I see your announcement was updated yesterday. Did you do that? If not maybe you were hacked?

[CreaLuneSupplies]

I did make a change to my opening before all this started yesterday morning and with McAfee total protection I am quite sure I was not hacked.

[cindylouwho2]

If you saved codes when you set up 2-factor, those should still work. 

If not, you likely will need to get help from Etsy to get access: https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_account_trouble_signing_in-contact... Unfortunately, this could take a few days to fix, and Etsy will likely ask you multiple security questions before they can help you. This is to prevent anyone else from hacking your shop.

In the future:

1. always save a set of new security codes for signing in
2. always forward messages and transactions to your email account so you can respond to buyers and fulfil orders when locked out of your account. 
3. try setting up the authenticator app as another log in alternative
4. always have an alternative log in through a desktop. Never run your shops exclusively through mobile, no matter how much Etsy encourages it. The app is really limited. 

Good luck! 

[CreaLuneSupplies]

Thank you,

My main login is my computer but yesterday all that was working for a while was my phone.

My security codes have nine digits and don't work

and yes, I can find my transactions are in my emails, thank you so much for the reminder because I keep them till sent.

but I can not respond to emails because I need to login.

Tried to install the google authenticator and can't set it up. ...

[cindylouwho2]

@CreaLuneSupplies "My security codes have nine digits and don't work" my saved security codes also have 9 digits and work just fine - just burned one right now to check for you.

Sounds like you may have been hacked. That can take a few weeks to get straightened out with Etsy, unfortunately. 

McAfee can't protect you from all hacking, just some easy things. 

[ArtDollsbyJD]

Your other shop is open on the app.  You have new nice reviews I can see.

IF the codes aren't working, you need to talk to Etsy.

But first, has your phone been checked?  Have you looked for any indicator lights that alert that the phone is being scanned? Is the battery dying quicker than normal?  More pop-ups.   If so your phone may have malware on it.

Contact Etsy and let them know what is happening.  Stress that you cannot get in.  They will ask questions that may make you uncomfortable giving.  They just want assurance you are the owner of the shop.

Hope it gets solved for you. 

[BohoChicGypsyJewelry]

My other shop works fine on my phone and my phone is fine, battery is fine, no lights, no popups at all , I have been in contact with Etsy, just got my shop back after 3 and a half days with them on email. One question I could not remember the response to prolonged everything. My 100% response rate on star seller went down to 80% because of one message out of three that was completely new.  Thanks for your message.