You can't access your account

[PolonaCA]

Hi, my account was hacked and a result Etsy locked it. I can't login or change password and I get the message:

[This content has been removed by Moderation. We ask that you please review Section 1, Item 2 of our Community Policies before posting in the Forums.]

I did receive generic message from Etsy 3 days ago but so far no help from them. The problem is I keep receiving the order which I have no way of processing. Is there a standard response time from Etsy with issues like that? Can I speed it up somehow from my end (supply identity supporting documents etc.)?

Any feedback will be much appreciated.

[NanaLetha]

Try Etsy chat for help.

[PolonaCA]

As I stated above: "I can't login or change password." So I also have no access to chat.

[CryzalisDesigns]

Change your passwords from a different device, your account has been hacked by these scammers who contact sellers via messenger. That is why your logo has been changed to Etsy with the username support.

[UppNorthEh]

Ridiculous.  Anyone can see this.  Why can't someone at etsy see this and take action?   

[CryzalisDesigns]

this is the 2nd hacked shop that I have seen today with the logo and support put in their shops

[UppNorthEh]

oh they're on it.  not.  they removed the etsy message in the OP's post.  give me a break.

[PolonaCA]

As I stated above: "I can't login or change password." Does not matter which device I use.

[CryzalisDesigns]

you are logged in on the forum, click your shop name on your forum profile and see if you can get in that way

[audreytherese]

Funny how quick they are to remove the content from the post, but not actually provide the seller any help. 

[OmasFabricStash]

@CryzalisDesigns  When you click on her photo to go to her profile page it has the Etsy name and says there is nothing here to see. It looks like they stole her whole shop. 

[UppNorthEh]

@audreytherese  - was just thinking the same thing.  they have been here reading the posts and deleting and have left the hacker in control of this shop.  wonder how many scam messages hackers have sent in the meantime.  it's mind boggling.

[CryzalisDesigns]

@OmasFabricStash this contacting through messenger scam is more elaborate then I thought.

They are now hacking accounts instead of just setting up buyer accounts with the Etsy logo and name.

It must be lucrative if they are using it for this rather than change the shop items and bank accounts

[PolonaCA]

Thank you for the tip @CryzalisDesigns but I've already tried it and it seems that my forum profile is not connected to my sellers profile, so that solution does not work either. 
What gets me is that I have pending orders that I have no way of processing. I can't even notify my customers, so my perfect score will definitely will do down

[CryzalisDesigns]

@PolonaCA try requesting a call back

https://help.etsy.com/hc/en-us/requests/new?segment=selling&fbclid=IwAR3XJULkao3ZPR8XcOEf2A7143n87Xt...

[PolonaCA]

@CryzalisDesigns 
Already tried that and link does not work, I get an error: "Hm, something went wrong. Refresh this page and try again."

[PolonaCA]

@CryzalisDesigns 

Does that call request link work for you? Or is it disabled for me?

[audreytherese]

Looks like it may be disabled for you... I just clicked on it and it brought me to a page where I could input my number for a call back. You probably need to be logged into your seller account to access that help page. 

[audreytherese]

Have you tried clearing all the cookies on your computer? I just tried again from a different browser that I know I'm not signed in on (on the top it gives me the 'sign in' link instead of showing my name). That still brought me to the help page where I could input a number. If you are not able to get to that screen, then there may be something else going on. You say it doesn't matter what device you try, but I don't know how many devices you have actually tried. Personally, I would try one that you've never logged in from (like a computer at the library, for example), not just a phone and a computer. 

[CryzalisDesigns]

I can't use it as I am in the EU.

Other sellers have reported an error after they logged their phone number, then received a call anyway so worth trying

[OmasFabricStash]

I keep thinking of ideas but with no way to log into your shop I’m stumped. You need to let Etsy know but you can’t get to them and discuss the problem with your shop because right now you don’t have a shop. Have you tried going through Facebook or twitter?

Could you go to the shop and click on report shop? You need to say why so you may be able to let them know that way. 

[PolonaCA]

Oh...Etsy knows about the issue, I got case number assigned through automated response but it's been 3 days and nothing. My orders keep arriving but I can't process them or even notify the customers.

[MyOrganisedHome]

You should receive an email from Etsy every time you get an order.

These should contain the details of the customer, both mailing address and contact email.

Have you been receiving these? If not, then the hackers have changed the shop email. Which also means that your customer’s details are being sent directly to the hackers…

[PolonaCA]

@audreytherese 

Yes, that is the catch 22: I can't login. If I can't login how do I access chat or request callback?
Can you put my phone number to request the callback since it's working on your end?

I'm in Canada.

[MyOrganisedHome]

@HerrMoostache

Can you please advise this seller how to contact support?

Due to being hacked there appears to be no way for @PolonaCA to make contact or alert Support in any way whatsoever. All usual options seem to require the seller to be logged in.

Also, whoever has hacked this shop has changed the user’s name and avatar to Etsy Support with an Etsy logo.