"Suspicious Login" Then shop disappeared

[EbonyAndRoseCompany]

It is going in two weeks now and Etsy has closed my shop due to "suspicious activity" I suspect it had to do with some purchases I made which never went through and then the next day I was told to change my password. After I changed my password my shop disappeared and then I was no longer able to even login to my buyer account. 

I am heartbroken and confused as to what is going on. I am loosing business and customers and so much valuable time. 

Etsy initially sent me an email asking me to confirm all my login locations, shipping address, devices and when I opened my shop. I did all of this but then never heard back. I tried reply to the email asking for update but got nothing. The following week I sent another request and got the same generic email, which I resoonded to immediately but then again I have gotten no response.

I have tried to call but the phone number no longer works. I have tried to chat with multiple agents but no one can help and keeps telling me to wait for an email and that it will be "escalated" but I am receiving zero communication and have messaged etsy dozens of times now to no avail. 

I am begging someone to help me. My shop is called SYMBOLANDSONG. 

I am a stay at home mom and this shop was my livelihood. 

I am completely in the dark. I appreciate and understand Etsy trying to protect sellers but there is no communication and I believe this had to do with the purchases. I checked all the login locations and ip addresses in my etsy settings before I got locked out and everything was from me. 

I am getting messages from customers which I can't even login to respond to, telling me they think they got scammed and asking where my shop is and what is going on. 

Please someone help me....

Etsy says they #standwithsmall ...but I feel alone 

[EbonyAndRoseCompany]

https://www.etsy.com/shop/SYMBOLANDSONG

[CryzalisDesigns]

Sorry this is happening to you. There seem to have been a spate of accounts being hacked in recent months. Some of the sellers who had their shops hacked have come into the forum in panic that Etsy has not done anything in sometimes weeks or months to stop these hackers from removing funds from these shops. 

If suspicious activity has been spotted within your account, maybe Etsy is finally taking it seriously and has closed your shop as a prevention & protection, however there so needs to be a instant direct contact for such cases involving security

[EbonyAndRoseCompany]

Thank you so much for your reply. I understand that these things happen I just cannot believe how unorganized and unprofessional Etsy is about it.

Like you said they need to have "Instant direct contact" for these kinds of issues. That needs to be standard. How can this even be possible is beyond me. 

I don't know whether my account was hacked for sure, they have given me no advice or steps to take now going forward, I have no one I can speak with or ask questions to and my finances are halted. This kind of thing is life destroying for some people. 

This is a massive problem on Etsy's part. They cancelled their phone lines, the employees in chat are completely unable to help and just keep saying wait for an email that never comes. 

[CryzalisDesigns]

Are you sure the email was from Etsy to change your password?

[EbonyAndRoseCompany]

Yes I was very worried about this as well but yes it was Etsy Trust and Safety. I double, triple and quadruple checked. 

[ChillwolfArt]

@EbonyAndRoseCompany   I'm sorry this is happening to you.  It appears that your Shop may have been Hacked. Sorry to say there has been an influx of Hacked Accounts for a while now, Sellers coming to the Forum frantically asking for help. It should never be this difficult for Sellers to receive help from knowledgeable Support personnel, especially when it comes to financial issues such as this.

Try the following (if you haven't already):
- Select Account (top Right of page by Avatar) > Security.  Check the Sign Ins, making sure it is you and not someone else.  If you see anyone there besides you, Log them OUT.
- Make sure your banking account is your account (and has not been changed).  *If you have been Hacked, contact your bank immediately.  As well as the authorities in your country, as this is a cyber crime.

- To contact Etsy: Seller Dashboard (Left Column) Community & Help > Contact.  Scroll through the drop down menu, selecting the problem which best explains your issue.  Should you receive a boilerplate copy/paste email which does not help you, respond directly to it  *(don't start a new Ticket; it will place you further back in line).
- You can also contact Etsy by: Help page (for Selling) > Your Account (lower Right of page) > Contact.

In the meantime, there is an Admin (HerrMoostache) who has jumped into Threads with Sellers who have Hacked Accounts.  If you wish, it may be a good idea to "at" him, directing him to this Thread.

I sincerely hope this will help you.  

ETA:  Don't click on any links within emails (or Etsy Messages for that matter).  Some Sellers are getting hit this way.

[EbonyAndRoseCompany]

Thank you so much for your message and advice. 

[SugarTaffySoap]

@EbonyAndRoseCompany  I'm so sorry to hear this. I know how frustrating it can be to have to wait and hear nothing.

Maybe @HerrMoostache can help in some way. Best of luck.

[EbonyAndRoseCompany]

Thank you so much

[RAAQUU]

Oh dear, I nearly got hit. Just posted about it too. Seems like this is very prevalent. These scammers actually take the effort to know your product and message you to download some .zip or infected pdf. Be careful guys.

[mymolliesunshine]

Do we all need to have the 2 step authentication set up for our shops?  Did you have that in place.  I don't and I know I need to.  I keep putting it off since we have to put a code in every time we sign in.  I know it's worth it thought to keep this kind of thing from happening.