need HELP accessing my ACCOUNT

[CarolinaLinen]

4-5 times this week, I have been signed out of my Etsy account.  I'm unable to personally reset my password.  When I contact support, I send them multiple bits of information about me to confirm my account, but no one can/has addressed why this keeps happening. 

It has happened again overnight. I'm unable to access my account this morning. And no one from Etsy support is responding to my help request. 

Does anyone have an idea of why this is happening and most importantly what I can do to prevent it in the future? 

Thank you 

Jill

[DreamGreatDreams]

it sounds like your etsy account has been hacked. unfortunately etsy is the only one who can help. if you are in the usa, tomorrow i would try the callback option and speak to someone (i believe the links i included below are only for the usa during standard M-F business hours. they likely will have to escalate your issue and should forward you to the trust and safety team at etsy. once they verify your identity and reset your password i would turn on two factor authentication so this can’t happen again. 

since it became difficult to find the links for help, i’ve collected links where sellers mentioned they found help options.  i hope one of these will work for you:

here is the link to the “how to contact support” from the seller’s handbook.

here is a link to initiate chat or email.

here is the link to request a callback.

or try this link or this link to email them.

if you do email them you *should* get an automated reply and once you do, you must reply to that email above the line of asterisks that their automated best guess solutions did not work. all you have to say is something like “i still need help” send the reply, and it should stay active.

[CarolinaLinen]

thank you for the detailed response.  That's the process i've been following all week. Someone on another board believes this means the account has been hacked. 

[JMOldeVintage]

@CarolinaLinen - This thread started a couple of hours ago - 
https://community.etsy.com/t5/Technical-Issues/Account-Locked-automated-security-screening-system/m-...

No answers but I have noticed more threads about this problem recently. Hopefully your issue is taken care of quickly. 

[ArtDollsbyJD]

have your computer checked for malware or key logging.

If someone is repeatedly trying, it means your computer has been targeted.

What does your anti-virus say?  Is it giving you any warnings of attempts to control your computer.

What is the age of your computer and your operating system.  If you are working from an older computer which has had upgrades to 10 or 11, there may be issues with the upgrade allowing the attempts.

If you are using Windows 7 then your computer is very vulnerable.

Are you using a simple password?  Have you told the password to anyone?  Is your browser up to date with the accompanying security?  Are you leaving the computer open all day with long gaps of no use?  This can invite hackers to try.

Did you verify the first email was from ETsy?  There has been a scam email going around asking for resetting password which is not actually from Etsy.  Doing a change from the email gives the other party the ease to hack. 

I would do everything from a clean computer.

[CarolinaLinen]

appreciate all the detail  i'll take a look at these things