Locked out of my shop for 6 days due to email inactive and now Etsy suspend due to suspect activity

[UKSeaGlassStore]

I've been locked out of my shop for 6 DAYS.  My email was deleted.  Instead of resolving the problem Etsy have reported to me that me account is SUSPENDED due to suspect activity.  I answered the security questions TWICE now.

Has my account been HACKED? I'm stressed and worried.

CAN SOMEONE CONNECTED TO ETSY ADMIN OR TECHNICAL please help me.  

I have set up another email.   I Need someone to take ownership of this problem.  I have traded on Etsy with my shop shepaintsseaglass since 2014.  It has taken years to make it what it is.  I have always given my customers the BEST customer support.  I work hard to keep my 5 star rating. I have ALWAYS paid my fees on time.  Now I need support from ETSY and no one is helping me get back into my shop so I can damage control this spiralling problem.

I'm terrified my account is hacked.  Etsy say its suspended on my customer support ticket but I can see from the shopfront the SALES are still coming in. I have a terrible backlog. I can't sleep with worrying about this.

There must me someone out there in ETSYland who can help.  PLEASE.

Ruth @ shepaintsseaglass on Etsy.

[SmolThingsConsidered]

There will be people responding to you that only other Etsy sellers come to the forums to read posts, but I’ve seen many urgent posts here that have been responded to and escalated by etsy staff so please hold out some hope.  (Not much hope, but a little anyway)

What do you mean by your email was deleted?  You can no longer receive any emails at all at the address you’ve been using?

There’s a ton of scamming going on right now…I’ve been locked out of my Instagram (which I relied on heavily for promoting my shop) for “suspected suspicious activity” and I received an email that I was locked out of my Amazon account, also for “suspicious activity”…that one turned out to be a scam. 
Is there any way at all to retrieve your email account?  Because you could at least view your sales from there (?)

Im sorry I can’t be of more help, I’ll definitely be keeping my fingers crossed for you!

[UKSeaGlassStore]

Hi, thanks that's interesting thanks for sharing x

I am hoping someone will help soon.  Here is the order of events.

1.My Mac crashed, apple phone support had it up and running in two hours.  But I lost all sorts of passwords and all the sites I access including etsy then detected a new device and this prompted authentication checks.

I tried to access my email attached to the account and realised I couldn't.  It has been deleted.

I raised a ticket with etsy to have the authentication removed from the account.  They did this.   But because the support operative also sent a security prompt to change my password to the dead email account I still could not log in. 

So I raised a ticket to have the email changed and that is what I now need done.

And I've been locked out of my account for 6 days and counting.

It is going to be a train wreck in my message in box, lots of cases soon and I only have until Saturday 10/December (last posting date uk to US) to get my US orders out otherwise I will have to do a whole bunch of refunds. Its pretty demoralising.

Sorry for the whingefest but its kind of heartbreaking and omg so stressful.

But thanks for the support,

Ruth

[FabioMcMustache · Accepted solution]

Howdy!
 
I see that our support team has recently been in contact with regard to this issue (as of Thursday), so please check the most recent email you have received for further information and additional instructions on how to proceed.

Thank you!

[UKSeaGlassStore]

Thanks for replying I have checked my emails and this is not resolved.  I am locked out of my account.  I have followed every instruction to the letter.  In addition I received a message from Etsy on Saturday that there was suspicious activity on my account an it was suspended.  I was actually relieved because I thought that this would stop the sales coming in and protect the payment account funds.  I can only view my shop front but the sales were coming in all weekend and still are today.  I'm about ready to throw my hands up and give up.  This could be easily solved but for some reason is not.  

[UKSeaGlassStore]

Hi, thanks for the reply.  I have followed all instructions including 3 lots of security questions to support and trust and safety and the situation is not resolved.  I really need this looked at. I'm going to have no choice but to cancel a lot of orders and I'm worried about loss of income(this is my main job)and my star rating will be damaged.  Just seems very unfair.

[Former_Member]

I can see both shops and user accounts which appear to be fully functional - did they get it sorted?

[UKSeaGlassStore]

No, I cannot log in still.  I'm seriously at my wits end.  They sent me a message that the email was changed and then an email that the account was suspended. I've never been suspended before and I was at least hoping that the suspension would put the shop on hold.  but it hasn't.I can see my shop front but I can't log in.   Its not sorted.  I have updated the ticket several times.  They need to have phone support.  Its just confusing and very wrong.

[secondarycreations · Accepted solution]

Don't open new tickets. That just puts you at the end of the line again. Keep responding to the email Etsy sent you, saying you still need help. 

[UKSeaGlassStore]

Thanks for the reply but no, I cannot log in still, I'm checking my emails every 5 minutes.  I'm seriously at my wits end.  They sent me a message that the email was changed and then an email that the account was suspended. I've never been suspended before and I was at least hoping that the suspension would put the shop on hold.  but it hasn't.I can see my shop front but I can't log in.   Its not sorted.  I have updated the ticket several times.  They need to have phone support.  Its just confusing and the annoying thing is this could be easily resolved.

[Former_Member]

If it wasn't you who changed the email on that account - then having the suspension is a good thing to safeguard your account until they do get it sorted.

I agree - a phone call seems like a small thing for them to offer in cases like this.

[catfluff]

not having a real human on the other end that can solve this is frustrating, even the Mod here tells you to read the emails. which you say you did. and I can only imagine that are of no use.   Does Etsy seriously not care? DO they just want hacked shops to be  the norm , cause it sure looks that way.

[UKSeaGlassStore]

Thanks for your reply x. I'm so gutted.  I feel like all that work and effort to build a business making hand painted Christmas tree decorations since 2014 just doesn't matter to Etsy.  

I'm devastated this is a hugely busy time to me.  I paid for the premium service, no extra support.  I pay $7 of advertising a day. So much money in fees and I feel like I'm a drop in the Atlantic ocean to them.

Gosh so much stress.  Come on Etsy HELP ME OUT crikey

Sorry before this I would never put myself out here on the forums but I'm desperate.

I even gave them my mobile phone number on the tickets. Just hoping against hope.