connexion

[mabrocanges]

Bonjour

je ne peux plus me connecter à mon site. Lorsque j'essaie de me connecter, je mets mon adresse mail, mon mot de passe. Puis, une fenêtre s'ouvre en me demandant de mettre un code reçu pas SMS, mais je ne reçois jamais de code sur mon téléphone. J'ai essayé avec trois navigateurs différents, et pendant plusieurs heures, mais je ne reçois jamais de code. C'est assez urgent parce que je n'ai plus accès à mes commandes. J'ai contacté Etsy depuis hier soir. J'ai déjà envoyé deux messages, mais je n'ai pas de réponse. Ma boutique est toujours visible et donc, mes articles peuvent être vendus. Mais je ne pourrais pas traiter mes commandes si je ne peux pas me connecter. Si quelqu'un peut m'aide à résoudre ce problème, je le remercie à l'avance. Eliane

[CraftyCornishMaids]

when you signed up for 2FA, etsy would have given you 10 codes to use in an emergency, use one of those

[mabrocanges]

je vous remercie de votre réponse, mais je n'ai jamais choisi l'option d'une double authentification, donc je n'ai pas eu de codes

[DudleyandSprout]

If you are trying to contact Etsy, just send one request.  If and when they answer and it doesn't help you, keep replying to the original message stating that you need help.  Hopefully you can find the list of emergency codes.  

[mabrocanges]

je vous remercie. je les contacte depuis hier, et tout ce qu'ils trouvent à me dire c'est de vérifier mon compte, mais si je ne peux pas me connecter, je ne peux rien vérifier...

[Adorabilities]

Until you get access to your account, you can prepare your orders using the sale confirmation emails you have received from Etsy.

[mabrocanges]

merci pour votre réponse. Oui, je peux au moins faire cela, mais Etsy ne verra pas que je respecte la date d'envoi, donc va finir par me pénaliser, et je ne peux plus mettre d'autres articles en vente. Alors, j'arrête? Juste parce que le code n'est pas envoyé. incroyable!!!

[Adorabilities]

I understand that, and hope that Etsy allows you access to your shop before any of your orders become overdue. I can imagine how frustrating that would be.

[audreytherese]

You need to focus on getting access to your account before worrying about getting dinged for late orders or listing more items. 

If you did not set up 2FA, then it sounds like your account was hacked into and someone else did set up 2FA. You need follow the steps in the link below (or just google 'Etsy account was hacked' if you don't want to click on a link, then choose the search result that is an Etsy help page). Since you can't get past the 2FA spot, go to the bottom where there is a link if you still need help. 

What to Do if You Suspect Fraud in Your Etsy Account – Etsy Help

Once connection to your shop is restored you should really consider setting up 2FA to help protect yourself from this happening again in the future. 

[mabrocanges]

merci. Je vais essayer votre solution

[mabrocanges]

etsy a bouclé ma demande d'aide. je suis donc virée du site alors que ma boutique est active. Je n'en reviens pas....

[CraftyCornishMaids]

@mabrocanges 

you are logged on here

have you tried going to your avitar top right

click profile,

then click on your shop name

not sure if it will work, it's worth a go

[audreytherese]

Sometimes the moderators in here will see these posts and escalate them internally. Hoping they can do that for you. Good luck! 

[ArtDollsbyJD]

@ModAngie 

Would you be able to help this seller.

@mabrocanges   You need to use email to contact Etsy.   It does sound like your phone has been hacked.  Maybe just not your shop.  Make sure to get your phone cleared.  Also use a different device like a computer that has security on it

How to Make Your Account More Secure – Etsy Help

There is a support button at the end of the article.  

[ModAngie · Accepted solution]

Hello! We're sorry to hear you're experiencing issues with your account. We've forwarded your concerns to a specialist team. Thank you! 

Please know we handle support inquiries privately per our Community Policy – we’re closing this thread, so you can get the support you need from us directly.