My Etsy store is hacked - I need help Etsy

[Former_Member]

My Etsy store and my email linked to that store are hacked. I reported it yesterday when I noticed 30 or so digital listings had appeared on my shop and the ads had been turned on.

It was racking up fees so I made all the listings inactive and cancelled ads. I contacted support on the chat and they said security team would be in touch by email which of course I don't have access to anymore.

I sent another request to change the email address linked to my shop and the hacker asked the agent to close the request. 

The listings were back online today.

He has the 2 factor authentication on his phone so he can still access my account. I just need someone to call me directly and go through security to get my store back.

Sophie

[CraftyCornishMaids]

where the billing card number is, change the date to todays date, and if you can, put in an invalid number

If you go to where you set up 2FA, you can log them out, you can see what IP address they logged in from, report it to the authorities in your country that deal with cyber crime. 

[Former_Member]

I've deleted my card details, it's an out of date card on the system. I have logged them out now. 

The chat doesn't work - it doesn't seem to connect with customer support at all and all of my requests are closed before they are even addressed. I need the Etsy team to get involved here.

[ZehOriginalArt]

You can try getting a callback. I have found the chat to be not very helpful. I only have a link to callback for US shops, unfortunately. But if you go to your Shop Manager>Community and Help>Contact Us>Selling on Etsy, you can try different options to see what you can get.

For instance, for your case, I tried Finances and Billing>Updating or Verifying my bank account>I need to change my bank account country>and then scroll down to I Still Need Help. Then I got the option to Have Us Call You. That MAY work. Etsy needs a better way to help shops that have been hacked.

[Former_Member]

Thank you for the advice, I have tried every single menu option to see the 'Have Us Call You' and I'm only seeing the chat or email. None of which are being replied to by customer service right now (for me). 

Might be because my account is under review, I hope it is.

[CryzalisDesigns]

here is the link to request a call back

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

[ArtDollsbyJD]

What to Do if You Suspect Fraud in Your Etsy Account – Etsy Help

Make sure you are working from a clean computer.  If your computer has keylogging on it, the hacker knows your movements.

You need to not only contact Etsy but also go through and change your passwords to anything else that is sensitive and alert your bank of the issue.  You need to contact your CC company to freeze the card.

[VogueVixens]

Looks like there's still 5 orders that occurred for PNG files.

@FabioMcMustache can you help?

[Former_Member]

Yeah they sold before I noticed what was going on. Because I'm locked out of my emails, I didn't notice until I checked my Etsy app by chance yesterday.

I've created this post to try and get Etsy's attention on this because none of my support requests have been answered.

[EnergyPeace]

I hope he sees and helps. 

It is truly inexcusable of Etsy to not have a hotline to call or some way to contact for a rapid response for these problems.

[GroundZeroCreations]

This isn't the place to get Etsy's attention. It is highly unlikely that they will see your post.

Did you follow the exact steps that @ZehOriginalArt outlined in their post to access help?

I see your shop is now in Vacation mode. Did you do that or did the hacker do that?

You probably need to get a professional to check your computer for any trojan horses or viruses. Try logging into your account from someone else's computer. The hacker should not be able to see your keystrokes that way and you might be able to change the 2F authentication.

When you say you can't receive emails from Etsy, are you saying the hacker also changed the email address associated with the account?

Also, ask yourself who else has access to your computer and/or passwords. This may be someone you know. 

[Former_Member]

Yes I have tried everything to get a call back but I only get the chat or email option.

The email linked to the shop has been hacked so they are receiving all the emails from Etsy and can reply before I can.

I'm only using the Etsy seller app, I'm not on a computer.

[Former_Member]

@CryzalisDesigns thank you so much. I am trying to use the link but there seems to be a problem, they keep asking me to refresh the page and try again. I'll keep trying. Thank you for your help!

[CryzalisDesigns]

Keep trying, maybe a different browser it is very temperamental.

The link is working for me now in Chrome, saying it has a 3 minute waiting time

[ZehOriginalArt]

@CryzalisDesigns 

I believe that link is for US sellers only as it has en-us in the URL.

[Former_Member · Accepted solution]

Good news! Finally managed to exchange messages with customer support to change my email address then my password and they reset my account including the 2FA. All sorted. Thank you all for your help. In the end, it was all about timing.

[GroundZeroCreations]

So glad you got it cleared up! 

[ZehOriginalArt]

Wonderful! Glad you got this fixed.