Shop Hacked and Suspended

[MimiMarmotteCo]

Hi everyone
I hope it’s okay to share this here.

I’m the creator of the Willowandsagefr shop, where I’ve been offering digital Book of Shadows chapters for the past year and a half. I also have two other Etsy shops—one that I’ve been running for over five years, and another that had remained inactive until recently.

On June 18, my main shop, Willowandsagefr, was hacked. I received over 260 spam messages, and an Etsy agent—who kindly spoke with me through my other shop—confirmed that the hackers also used my account to send spam messages out. The shop was suspended less than an hour later.

Since then, I’ve submitted several messages and filed an appeal, but I’ve only received automated responses letting me know the account is permanently suspended. It’s been incredibly difficult. I’ve poured so much of myself into this work over the last five years, and Etsy has become a huge part of my life—both personally and professionally. It even helped me secure a home loan, something I never thought possible. I’m truly grateful for what this platform has allowed me to build

Before the suspension, I was working on my shop every day—often more than six hours a day. It gave me purpose and pride. Now I feel completely at a loss. I tried reaching out on Instagram and other channels, but after two weeks with no news, I’ve stopped sending follow-ups—afraid that it might delay things further…

Since the hack, I’ve done everything I can to protect my other shops and accounts. I’ve changed all my passwords, enabled two-factor authentication, replaced my bank account after it was compromised, and installed new security software. My email was also accessed, with successful logins from Canada, the US, Germany, and Russia—all on the same day

If anyone here has been through something similar and had their shop reinstated, I’d be so grateful to hear about your experience. Is it normal for an appeal to take longer than two weeks?

Just hearing from others who’ve faced this would bring a little comfort..

Warmly, Charlotte

[LynnsLittleShop]

@ModAngie can you help this seller, please?

[ChillwolfArt]

@LynnsLittleShop  Thank You for doing this. This kind of thing makes me sick. And is exactly (one of the reasons) Etsy needs 24 Hr. Knowledgeable Phone Support.

[TrinketDrawersUK]

Outstanding customer support from etsy.... 

[PrimFun]

Take one email and respond back that you still need help. Don't keep opening tickets.  If you can receive phone calls, give them your phone number.  Don't use chat for this.  They have limited resources.  Keep to that one email.  If need be at some point open a dispute. 

Did you get your computer cleaned?  You may have keylogging on it so no changes are going to work.  They can see your changes.  If using a phone, did you clean the phone?  Did you install anti-virus on your phone?   

[MimiMarmotteCo]

Thank you so much for your advice! Since June 18, I’ve submitted 5 support requests—unfortunately, each one was closed without a reply, except for one where they asked me security questions… I answered immediately, but the ticket still got closed with no response. I’m not sure if opening a new one would help or just delay the appeal that’s already in progress

As for my devices, I’ve now subscribed to McAfee+ Security on all three (iPhone, iPad, and PC), and I also had someone from the local mairie help me check my computer— nothing was found. What McAfee did show me that several of my emails and passwords had been exposed on the dark web. I’ve updated everything since then, so I truly hope that’s enough to prevent this from happening again

[MimiMarmotteCo]

They also managed to hack my second shop on June 25, just a few days later—even though I had already changed all my passwords and enabled two-factor authentication. They added two fake luxury bag listings, altered some of my shop details, and even created a linked Pattern site. Thankfully, they didn’t have time to do more damage, but they did include a link to their Shopify store, which I still have as evidence

That shop was suspended as well, but I submitted an appeal immediately. Etsy reviewed the case within 9 hours and reinstated the shop, stating that it was a mistake

Since then, I haven’t dared touch any of my shops. I’m too afraid. It’s truly sickening and has left me feeling anxious every day

[audreytherese]

"but they did include a link to their Shopify store, which I still have as evidence"

If they hacked into your shop here, that Shopify store was also likely someone that got hacked and not the actual hackers. 

[MimiMarmotteCo]

that’s a good point! I noted the Shopify link just in case it could help with Etsy. Thankfully this shop was reinstated quickly, even though it barely had anything on it. I created it back in 2022 but had been focused on my two other shops. Oddly, the hack started the very day I uploaded 2 listings to that older shop

[MimiMarmotteCo]

Hi everyone,

I just wanted to share a quick update—after weeks of silence and stress, my shop has finally been reinstated! I only found out because I received an email about a new order. I hadn’t received any message from Etsy directly, so it was a complete surprise.

I was able to reset my password and access the dashboard again. I truly hope everything is stable now, though I’m still in shock and trying to process it all. Now that I have my shop back, I need to catch up on the new creative rules released during my suspension. I sell printable Book of Shadows pages, and I’ve seen that metaphysical services are no longer allowed on Etsy. I don’t sell services—only printable PDFs meant for creative inspiration and personal reflection—but I want to be extra careful not to be caught in any confusion that could put my shop at risk again.

Thank you so much to everyone who offered support and encouragement here. It helped more than I can say.. wishing strength and resolution to anyone else still waiting  Charlotte – Willowandsagefr