Still hacked and closed - Day 11

[MiMoDesignSVGfiles]

I ‘ve opened so many tickets these past 11 days, chatted daily with Etsy and I don’t feel like I have any one helping me in getting my hacked account back.

I made another ticket yesterday with ALL information included as well as attached picture proof, so I was super disappointed to receive yet another automated email from the Support and Safety team, asking me to answer the same questions over again.

MiMoDesignLaserfiles is my living and I have a 2 year old son to feed, but it’s not easy when my entire business is closed and have been for 11 days now.

I have no access to my own account, because the email I used does not exist anymore and the hacker turned Authenticator on.

I was hacked between April 4 and April 12, where it came to my attention because the hacker changed my prices and started listing physical products (I only sell digital files)

The hacker changed my bank account and my weekly payments from weekly to daily, so he has received all payments for about a week.

So right now my wallet is about to empty after 3 weeks without payment and loosing out on all the sales I would have had the past 11 days, while waiting for Etsy to help me recover my account.

What can I do? I’m so frustrated, sad and broken right now and super disappointed that Etsy hasn’t fixed this issue a week ago. 

[JackisJustVintage]

Each time you open a ticket your request goes down to the bottom. Use the original ticket and reply that you still need help. I am sorry you are going through this.

[CryzalisDesigns]

This is unacceptable, there are many reports of shops being hacked which is taken weeks if not months to sort out. Not sure if this is because Etsy does not have enough real staff or the problem is much larger than we hear about.

I would file a report with your local police department, supply them with all the correspondence and the dates which you notified Etsy of the breach.

Depending on which country you are in, you should also report them to your governmental data breach department, because of the risk of Identify theft as they had access to all your information.

It is so disappointing and worrying that Etsy will not initiate a direct live contact for security breaches 

[ArtDollsbyJD]

Etsy has in place what to do when a shop is hacked.

Unfortunately this is not just an Etsy problem.  The sellers also bear some responsibility if they do not have high level security on phones and other devices.  If they are indiscriminate with social media.

It is scary how easy it is to hack anything if you read security reports by experts.

All must take steps and have a plan in place to deal with this happening.  Hopefully it will not happen but this is something all need to be prepared for the possibility for.  Not just on Etsy but any service used.  

[CraftyCornishMaids]

When you log a ticket, they give you an autoreply, with basic stuff on it, if you scroll down, they say you have to reply to it, if it does not fix your problem.

If you don't reply, they close it.

If you open another, and stop replying, they close it.

every time you open another, it goes to the bottom of the pile, and the above repeats, you have to keep replying to their reply, on the SAME ticket, do NOT open more tickets.

[Amaradorn]

I'm sorry you are dealing with this. 

When you open a new support ticket you will get an automated reply. That's how it works. You then have to reply to that in order to get more help.

Perhaps someone will bump this thread on Monday and see if we can get the moderators to escalate your issue.

[MouseGarden]

Etsy needs an emergency help contact method for hacking cases.  

[MiMoDesignSVGfiles]

Absolutely agreed! This is not a order that got lost in the mail, it’s my entire business 

[FallenAngelBrass]

I had an Etsy emergency on Thursday and by Saturday afternoon it was completely taken care of - all via email. So Etsy does respond and does take action.

As was said, don't keep opening new tickets for help.  Etsy does respond to help tickets and does keep the conversation all in one place.  Here is your list of help requests.  Try to contain the conversation to just one of them.  Opening more help tickets doesn't increase the chances of getting help. 

[MiMoDesignSVGfiles]

The problem is that I have not received any information or had any conversations on either of the tickets. Only automatic questions, which I already answeredin the ticket submission. For 11 days I feel like I have only written with robots. The same answers and questionsover and over and no action

[Chrysalism]

Etsy admin can we get eyes on this? Yet another hacked shop not getting the help they need.

[MiMoDesignSVGfiles]

I wasn’t aware that my tickets would go down to the bottom if I made a new one, but I responded to all of them and have been chatting daily for confirmation, that they are still working on my case. The only “human” answer I have yet received, is that the specialist are working on it and I have to be patient and wait for a email. After 11 days with this I am not at all patient anymore. I really need my account back and a income again. The “specialists” has only sent me the same email with questions 4 times, which I already answered when I submitted the tickets, so I have basically copy pasted my tickets over and a over. They are still open but I haven’t received further answers or information on any of them, which is why I have kept opening new ones, but still referred to the older ones.

[cindylouwho2]

Trust and Safety seems to be really backed up right now. People are waiting close to a month for basic appeals of suspensions. Maybe try telephone? 

[MiMoDesignSVGfiles]

I would love to, but I have a Danish +45 number, which is not on the list. And when I try my husbandsItalian number, it doesn’t allow me to enter the last 3 digits

[MiMoDesignSVGfiles]

I even tried a German number, but that only allows me to enter 7 digits too (German and Italian numbers are 10 digits)

[PrintFanaticShop]

I received a message from someone claiming they wanted me to download a number of artwork files to print for them. However, the files they sent over was in a ZIP file and weren't in the typical .JPG, .PNG, .PDF or .SVG format and actually a .EXE file so I assumed they may have wanted me to download a program to hack my account which I didn't do. Be careful out there!

[MiMoDesignSVGfiles]

A little update… My shop is still closed and Etsy has not yet solved my issue. I did however get a US burner number yesterday, so I was able to get a call back and talk to a actual person. She confirmed that the team is still working on my account, so hopefully they will have it up running soon. 

[MiMoDesignSVGfiles]

STILL hacked. Now on day 15

[CryzalisDesigns]

And they still have access to your account?

[MiMoDesignSVGfiles]

Yes, the hacker still has access and my shop is no longer suspended, which mean that all my funds go directly to the hackers bank account and "he" has access to ALL my digital files and personal information.