My shop got hacked and permanently suspended

[PaperHousePrint]

I have 2 shops, someone got access to one of my shops named NiiiNart on the 25th today and messages were sent with a spam link to other shops asking for their shop Email. I contacted Etsy support live chat and let them know about the situation and requested their assistance and they asked me to change my password ( they assume that my mail got hacked but no that is not possible as I have a physical authenticator and I always used google to sign in rather than have an Etsy password, they just knew this was my account and I have an Etsy shop linked to it, How they know I do not know but probably they have their ways, I assume they created an Etsy password and went around the 2 factor authentication and started spamming other shops) so I quickly used their link to change the password they created and they lost access as messages stopped going out from my account, I checked my messages and some other shop owner send me a message saying that he got hacked and the messages was not him, we were in middle of a convo however at this point Etsy suddenly permanently suspended my shop,  submitted an appeal explaining what happened and got a reply within an hour that my shop did not qualify for reinstatement. my shop had been open for 2 years with 4.9 ratings and never broke any rules and had around 5k sales (NiiiNart is my other shop and I sell watercolor digital art)

I found another post in the community and they tagged some people to help and I tag them here and I apologize if this message is a bit long but i thought to put it out there and ask for your help.

Thank you

@thatregina 

@FabioMcMustache 

[dianedowgill]

Your shop appears to be open!

[PaperHousePrint]

This shop yes, I have 2 shops, my other shop is NiiiNart

[PaperHousePrint]

this is the post I saw in the community and my situation is the same and I hope they can help me also

https://community.etsy.com/t5/Technical-Issues/Shop-hacked-and-permanently-suspended/td-p/146340229

[dianedowgill]

@PaperHousePrint 

Sorry, mis-read your post!

[ArtDollsbyJD]

You have to use the suspended shop with all information about the hacking,

Your password to email is Etsy's primary tool.  Doesn't matter if you don't use it.  The hackers probably figured your password out.  Changing password is normal procedure.  And your Google authenticator may be to blame.  Google does have some spots that hackers can use to infiltrate,

How to File an Appeal for a Permanently Suspended Account – Etsy Help

You need to sleuth out how this happened .  Have your computer checked for logging.  Have it checked for deep malware.  Not all malware anti-virus with catch everything,  Hopefully you are using a clean computer.

If you are using a device that has all sorts of other private things like banking make sure to change those passwords.

[PaperHousePrint]

Thank you for your advice, my pc is clean, I run offline antivirus every week and I recently fully format the windows and installed a new one alongside adding extra layer of security (physical authentication) for Authentication on my Gmails, there is no security logins from anywhere, I have activated windows advanced security program to force any new device to have to use a passkey, chances of them accessing my gmail is close to 0 and I did appealed and they refused to reinstate my shop which is why I am here

[AAANativeArts]

The first two or three replies you get to an appeal will be issued by bots and may contain one that says their decision is final. It's not. Just keep replying with the I Still Need Help link, and keep it all in one thread. Eventually, a real person will look at it and often reverse their initial decision. But you have to get through all the automated replies first. This process can take a month or two.

[PaperHousePrint]

by then my shop is finished and all my work is literally for nothing, so disappointing

[CraftyCornishMaids]

have you tried this

on appealing a suspension

https://www.etsy.com/appeals

[thatregina · Accepted solution]

Hi @PaperHousePrint, I'm sorry to see this. I've passed on your report to the appropriate team, so please look out for further assistance via email soon. I'll close this thread now, with my best wishes. My thanks to all of you who offered help!