My active Etsy account has been hacked and I can't access it. Urgent help needed.

[#1]

Hi There, 
I am deperately hoping that somebody can assist me in removing hackers from my account and regaining my access. With every passing hour myself, and unknowing customers are being stolen from. 
My login email address was compromised on 6th Jan, I received an email from Google telling me so. Within a couple of hours I received numerous 2FA texts and upon logging into Etsy the next day, I could see the banking details for receiving payments had been changed, and was awaiting the two small denomination credits to be confirmed. 
I instantly emailed Etsy support and got a reply within around 12 hours acknowledging the issue and asking for verification details, but unfortantely that was overnight for me and by the time I got to my desk the next morning, the hacker had replied before me, confirming the verification details, but as these are all easily accessble within the settings - last 4 digits of bank account, last deposit made, it's really not an accurate verification at all?
What followed then was a ridiculous chain of me saying HE was the hacker, and him saying I WAS the hacker, before finally my password was changed and I was removed from the account. 
So ultimately the hackers have been given my business account with NO ID verification. I do not understand how this been allowed to happen with 2FA on and so far my new Help Request Log has been unanswered for 22 hours, with every passing hour being allowed to let fraudulant sales happen, and my personal, security and banking details at risk. My finances, security and reputation are at high risk every hour this goes unassisted.
I have reported the situation to Australian Cyber Support Centre, the WA Police, and ID Care. 
It's imperitive I regain access, and remove the hackers from my account immediately and urgently request some support from Etsy Tech in helping me fix this. 
Can anybody, PLEASE, help me? 
Warmest, 

[EnergyPeace]

@ManifestOnTheMoveAU I can't believe you are still dealing with this. our friend is right, this needs to get out to media. People would probably stop shopping here if they hear how bad security is on this site....

[leinweberstudio]

@ManifestOnTheMoveAU 

You wrote:

It now says 'this shop is currently not selling on Etsy' but as I STILL have not heard a peep from Etsy, I am not sure if it is a security measure they have taken,

You can now be assured that they are working on it.

There used to be a time when a mod would step in and say that the issue is being dealt with and to not be alarmed at anything unusual you might see in your shop; when he said that the notice you see would show up in the affected shop.

[CarpetCollectionAU]

@leinweberstudio (edited because I @ed the incorrect person) Community Specialist nta58flx9piiejnb did comment yesterday so, yes, the matter has probably been escalated. It may hust be that the email has been changed so the OP cannot be contacted by Etsy. She does need some support and reassurance that her issue is being handled properly, not just "handled"!

[EnergyPeace]

@leinweberstudio the thing is, no one should need to come to this forum in desperation when their account has been hacked. It just shouldn't happen, not even once. 

Etsy shouldn't comment that it has been "escalated". They should contact the seller privately who then can update and say it is being resolved. And they shouldn't just be "escalating" it. They should tell the person that they have shut down the shop for now so they know it is Etsy who has done so and no one else. 

Etsy needs to establish a procedure for these situations. 

This is plain nuts. 

[SunnytyDE]

This is unacceptable. The least that Etsy could do is put the shop on vacation mode. 
I‘m so sorry you are going through this. 
I used to check every day if there where attempted logins or other suspicious activity in the security area on my store and lately I’ve been lax about it. Not anymore. This could happen to anyone! And if it does, Etsy just lets it continue???? 
I really hope for you that this will stop. Today! Now!

[ManifestOnTheMoveAU]

Oh absolutely, never again will I take my cyber security for granted! Though by this point.. almost day 5 of no contact from Etsy I think I have lost trust all together in their platform, I'm not sure I will return even IF I get my account back, which seems increasingly unlikely! 
Thanks for the kind words. x

[nineteen27]

they may have changed the email address in your etsy account and you will not receive anything from etsy.

only the hacker will.

and they may have opened a new shop with your email address... so by the time you are able to get into your account.

you are actually going into a new etsy shop instead of the etsy shop they hacked.

so you need to use the live chat or ask for a callback and ask them to check on it.

[nineteen27]

ps.

this is not etsys fault.

you need to keep your email secure from hackers.

[EnergyPeace]

it may not be Etsy's fault but it is their fault that they have no procedure established for this type of security breach. 

Fact is, people get hacked. No way around it. 

It is also partly Etsy's fault because they should make it mandatory to have that two step log in. It shouldn't be a choice, it needs to be mandatory. Then new devices won't be able to log in without a code. All Etsy's fault. They run the website, they need to take steps to prevent these things from happening to the extent they can. 

[nineteen27]

@EnergyPeace 

there would be no hacked accounts if sellers would protect their email addresses.

that is how hackers get into their etsy accounts.

and how would sellers get a code... on their smartphone?

half the people in the forum do not have one.

keep your email address secure.

stop clicking on links in your email.

etsy takes steps to prevent hacked accounts.

they send emails letting you know settings have changed like your password or bank account.

but the hackers get that email because the seller did not secure their email address.

protect your email address.

[ManifestOnTheMoveAU]

Thanks for your time. 
Yes absolutely, though I'm angry, I totally understand it's not Etsys fault that I've/we've been hacked. But what IS unnacceptable is that I'm stood here waving my arms and shouting HEY ETSY THAT ACCOUNT HAS BEEN HACKED AND FRAUDULANT SALES ARE BEING MADE and nobody (aside from that 'we've escalated this' message above) has responded to me. 
I've got another chat running from my personal account with all the details of the hacking as I was snap-shotting everything from inside the account when I did have access, so there is another line of communication within Etsy but there's no response!? It's wild!

[nineteen27]

@ManifestOnTheMoveAU 

they stopped that other seller from selling since you informed them in the forum.

they closed the shop.

sometimes they are working on it behind the scenes and all you can do is wait.

does the hacker still have access to your email account?

[nineteen27]

@EnergyPeace 

i said half the people in the forum do not have a smartphone.

ask them.

my *you* was an etsy worldwide *you*

not a personal *you* and  i was not lecturing *you*

i am telling the etsy sellers of the world to protect their email addresses that are associated with their etsy account.

and the hacked sellers should come here.

because the sellers had their email hacked so how is etsy supposed to communicate with them?

the forum is the fastest way to let etsy know they were hacked.

[EnergyPeace]

what do you mean "protect your email address?"

you mean don't use it? you mean don't give it to anyone? 

email addresses are to use so I have no idea what you mean. 

that said, I have never been hacked, and I take all precautions I can but I am not going to be arrogant because fact is, when we think something can never happen to us, it just may. 

I am too old be to arrogant. I know how life can happen.

ETA: You had tagged me in the post you were using "you" so there was no way I would know you were talking to all of Etsy.

[nineteen27]

@EnergyPeace 

my response was to you.

but all of my yous were not all your yous.

there were you yous.

and all of etsy sellers yous.

sometimes i only make sense to me and not all the yous in the world.

[CarpetCollectionAU]

@nineteen27 I understood your "you" to apply to the general "you" and not the personal "you",

Just to endorse the advice about email communication and protection.

I am a bit "OTT" re security and, for that reason, never use a phone for anything to do with Etsy except general "looking around".

We have all read how easily accounts are "hacked" when someone knows a phone number and has enough "other" information to change providers or use this number for other "authentication" purposes.

But emails, although seemingly more secure", are just a vulnerable.

Just this week I had 2 different emails in 2 different email accounts from 2 different senders.

Both were, on the surface, quite believable. But both were Etsy Shop email accounts which should only get Etsy emails. But these were Purchase Order confirmation requests. Nothing to do with Etsy, but the greeting was to the Etsy Shop Name.

Both asked me to open the attached "document" to confirm payment information was correct.

Now, I knew they could have nothing to do with Etsy so I just "junked" them.

But how many people, who are busy or away from their computer, would have just opened the attachment without thinking? Because, in reality, no emails that do not relate to Etsy should have come to that address? How many people for whom English is not their first language could easily identify these as fake emails? How many people would just be so excited at the prospect of a large Order that they clicked to see what it was without double-thinking it?

This is just one "back door" through which hackers are gaining access to Etsy Shops. Because that email account will have enough information in the actual emails for a hacker to "gain access" to a Shop. After that, it is all downhill. Even 2FA will not help as the "second" notification may be going to a phone no longer attached to the account.

So, yes! Every YOU in Etsy Land needs to be really diligent with emails because, no matter how careful YOU are, those scammers are finding new ways every day to trick YOU.

[ManifestOnTheMoveAU]

@CarpetCollectionAU Yes I thought that was a god send when I clicked it, but I have sent maybe 6 or 7 call back requests, all different hours, with no call back.

[CarpetCollectionAU]

@ManifestOnTheMoveAU That's odd because I have always found this to be very responsive.

Keep Trying. I saw a "Chat" a few moments ago. I'll try and find it again

In the meantime, as you are contacting Etsy through this Shop it may be helpful to complete your Profile and About Sections and post your second Shop in both places. It is a requirement to disclose all Shops. It may also give anyone at Etsy looking at the isue another way to contact you if your email has been changed.

[CarpetCollectionAU]

@ManifestOnTheMoveAU Here is the Live Chat which is still "active".Wait time 1 Minute.

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

[ManifestOnTheMoveAU]

@CarpetCollectionAU OMG thanks I'm in! I'll keep you posted!

[JMOldeVintage]

When the average price of a decent smart phone is probably $500.00+ I'd feel safe to say that not everyone has one. And if they do, not everyone lives in an area that has decent cell service. We were 30 miles north of Columbus, Ohio when hurricane Ian came thru last year. You do not want to know what we had to do to get service so we could contact our neighbors for a storm update. Even living near a larger city is no guarantee. I get texts from UPS requesting I update order delivery details. Hah, I don't give out my cell # so it's easy for me to hit the delete key. 

But, hacking & how one is handled does go hand-in -glove.
Shop Owners do need to stay aware of what they are doing & protect themselves the best way they can. At times that may mean rejecting requests & all the 'stuff' they're sent on orders that would make their year. No, don't continue communications by giving out your cell phone # so the buyer can "more easily stay in touch".

However as hackers gets more sophisticated &/or there are more novices out there, Etsy does need to step up their game. What might work - I don't know. 2FA is probably a good tool but should not be the only one, it shouldn't be viewed as the cure-all. 
Etsy should have a team devoted to the issue, be available 24/7/365, their communication skills should be over-the-top superb & the frequency of communications might need to border on annoying since often shop owners just want to know that someone is paying attention to their problem.

[ManifestOnTheMoveAU]

@CarpetCollectionAU I had a 45 minute argument with a ChatBot...
at least I felt it was productive though. 
2 days later, still nothing done. 

[ChillwolfArt]

Since I began selling on Etsy, I personally have not seen any Threads having to do with Hacked Accounts.  But I'm seeing Threads just like yours almost on a daily basis for a while now.  And it's extremely concerning.   Why so much of this as of late?

*As JMOldeVintage said above, "Etsy should have a team devoted to the issue, be available 24/7/365, their communication skills should be over-the-top superb & the frequency of communications might need to border on annoying since often shop owners just want to know that someone is paying attention to their problem." 
__________________

You need help; you need it now.  I'm very sorry this has happened to you. 
There is an Admin who has been helpful to escalate some of these issues.  And I hope he will help with yours.  It's way past time to try.

@ModFabio   This OP is in desperate need of help; another Hacked Account.  Can you please help.  Thank You in advance. 

[ManifestOnTheMoveAU]

Hi @ChillwolfArt thanks so much for taking them time to respond and tag @ModFabio I am now 7 days without any responses with my detail still within the hands of hackers, and a weeks lost income. 
Can you please please assist in getting me some support? 

[ChillwolfArt]

@ManifestOnTheMoveAU   I was re-reading through this Thread.  Somehow I initially missed  Admin's post on Pg. 1, stating your case is being escalated.  But this was on Thursday and you've not heard anything back yet.  I'm really sorry and know this has got to be frustrating for you.