Shop hacked and permanently suspended

[InkeDesignBySzilvia]

My friend's account got hacked on the 12th and messages were sent with a spam link to other shops. She changed her password in an hour but her account was closed in 60 mins even before she had the chance to contact Etsy for support (she was on holiday and had limited access to the internet). She submitted an appeal explaining what happened and got a reply within an hour that her shop did not qualify for reinstatement. Her shop had been open for 5 years with 4.9 ratings and never broke any rules.

I know you are not allowed to give details to 3rd parties but we would like to get your support to check if her case is still being checked or the suspension is really final and was decided in some hours without any questions asked or clear reason given?

Shop name is FunimalArtdolls

Thank you very much!

[nineteen27]

@InkeDesignBySzilvia 

oh my gosh.

her shop is amazing!

let me call some moderators.

and see if they can help.

@FabioMcMustache 

@thatregina 

@ModJuan 

[InkeDesignBySzilvia]

No, her google account was hacked and all stored passwords got out. However she received Google notification only 2 days later! There was no reason given but as the hacker sent spam messages to other users she most likely got reported. Even though she described what happened, the support closed the shop without explanation.

[InkeDesignBySzilvia]

Thank you so much!

[nineteen27]

yes i know.

i did not say anything about that.

i am trying to get her some help from the moderators.

who can find out if her case is being worked on.

you should *un-solution* your post.

and let someone help.

[PrimFun]

She will need to fill out the form for Etsy to review her shop or reply to the suspended email reply she received.  Did she offer reasons why  her shop should not be suspended?  Give information on handmaking?  or Whatever?

Did she not place her shop on vacation?  It is possible someone she knows got her information or was able to deduce her passwords.  She might have keylogging on any device used.  Did she clean her devices?  It is possible that someone can still use any attempts she makes to clear this up.  

[InkeDesignBySzilvia]

No, her google account was hacked and all stored passwords got out. However she received Google notification only 2 days later! There was no reason given but as the hacker sent spam messages to other users she most likely got reported. Even though she described what happened, the support closed the shop without explanation

[CostumeCoutureNaomi]

Sometimes a moderator will step in and help open communication between Etsy and the closed shop.

Try reporting your own post to the moderators, or tagging a moderator.

Be careful though.  If you share an IP address with a closed shop, your shop can be closed too.

[CostumeCoutureNaomi]

@InkeDesignBySzilvia 

You need to unmark your solution so you can get help.

[thatregina · Accepted solution]

Hello @InkeDesignBySzilvia,

I'm sorry to hear about this, and can appreciate your concern for your friend. I've escalated this to the appropriate team, so please have your friend look out for a reply soon.

Thanks all, for stepping in to offer help and advice! I'll close this up with my best wishes.