Account Hacked

[katievdw]

Hello,

Any help on this topic would be greatly appreciated. My website was hacked a few days ago and the person was able to change my bank account information. One of my payouts successfully went to their bank account. I did everything in my abilities to have my shop protected with 2 step verification. Shopify is not taking any responsibility and won't reimburse me for my losses which goes beyond the payout such as advertising fees, cost of goods and time. Does anyone have any suggestions on how to get my payout from Shopify? Or been in this similar situation. I am a small business and this would greatly be appreciated. 

[HudsonAtlantic]

How did they get your password and past the two step?

[marilyncobban]

I did not have the 2 step set up...unfortunately

[kcvsaguaro]

This has happened to me today. What was your experience?

[qbcdef]

I lost $50,000 and Shopify won’t pay me back. There is so many people is crazy 

[marilyncobban]

I lost 297,000.   I am totally lost.   So busy trying so hard and working so hard and not paying attention.   Small business that got bigger problem.   not enough staff to do it all.   did you ever have any results from shopify??

marilyn Blue Sky Clothing Co 

[kcvsaguaro]

Hi Marilyn. I am so so so sorry this has happened to you, too! There are hundreds of us (merchants) that this has happened to. I’m going to go ahead and tell you now that Shopify is not going to help you. You need to log every account out of your account and change ALL passwords. Shopify, email, etc. everything. And make sure you enable two-factor authentication. I also opened a cyber theft insurance policy with a third party insurance company to protect from cyber theft. I am so paranoid about my account that I check who is logged in, where they are logged in, and I change my password every 30 days. Sometimes more often than that! I also check my payouts every few days to see where they are going. Shopify is worthless when it comes to standing behind their merchants. 

[qbcdef]

He's right. They don't take any responsibility for money missing from the accounts. They are such. A big company that even though there are over 1 million dollars of loss for customers, they percentage is small for them, and they have been getting away with this.

[marilyncobban]

Hi, thanks so much for your reply, I want to take it as far as I can. I am starting with the police report and I will discuss with them how we can take it to the cyber commission. I think it is not correct regardless of whether I had my 2 step set up it is still them looking after your money.
marilyn

[qbcdef]

You are wasting your time. I had police involved, DA’s Office, business insider wrote 2 articles.

[kcvsaguaro]

Did Shopify delete your account/shut down your website? 

[marilyncobban]

Hi,
Not the news I was hoping for ...for sure. Not totally surprised though. Yes, I did all of those things after the fact. I am Shopify plus member...2000 usd per month..you think the account manager could have made a phone call. I was right in the middle of moving the month of October so I did not pay attention. What a shitty way to make you pay attention. I always think the best of everyone and this does not work in business. I still operate like a hippy selling out of my van but I have a bigger business now and I guess believing in love and peace is not the correct thing anymore. Painful lesson. Thanks so much for your caring. Are you in Canada? There is a cyber crime commission now I am going to try and get them involved. I just reported to the police and I want to take it as far as I can and hopefully drag Shopify though the mud in doing so. I will keep you updated. Blessings..marilyn

[qbcdef]

I tried to contact lawyers in Canada. I didn't have enough people, but I think now we might.

[kcvsaguaro]

We are USA based. Reach out to local media. In doing this, be prepared for Shopify to delete your website in the meantime. I’ve heard they will disable your website and deny use to you at that point if you try anything to make them pay morally or monetarily. 

[qbcdef]

They would not do that.

[marilyncobban]

Hi katie,   I have just had the same thing happen to me.  297,000 was sent to the wrong bank account.    so far shopify emails me about getting better security but does not answer any question at all.   I told them I wanted to talk on the phone and they said they would get back to me.  days have gone by and in the meantime they locked my account and sent another payment to the cyber crime people.   I am sick.....did you ever have any good results??   Marilyn Blue Sky Clothing co

[qbcdef]

I got no results. I believe we should all get together and try to reach out as a group.
Please let me know if interested.

[Shelby91]

Hey, similar thing just happened me tho no funds were lost. Bank that was attached also credit card were also hack. Had 2FA made zero sense. 

[marilyncobban]

Hi,
I lost 298,000 ! Shopify was no help at all. It was my fault because I did not have 2 step verification. It was relatively new at that point so I just hadn't done it. If you don't have it shopify is not responsible. I never got to talk to a person only by email which I found very frustrating.

marilyn

[Shelby91]

Hi well that sucks we had 2FA on it we are looking at pressing criminal charges and may even sue Shopify plus our bank 

[MichaelA4]

Hi, So how did it end? You must have reported to the police, I ran into the same issue.

[marilyncobban]

It ended that I never got anywhere. The police were fantastic but they could not get anywhere. Shopify, I never talked to a person only by email. The thing that really was frustrating about shopify is that I told them the bank account was fraudulent and they still deposited 2 more payments to it....total another 25,000 so the total amount lost was 297,000 and no one on shopify end was helpful.

[MichaelA4]

Same thing happened to me, 830k here, I am thinking about sueing Shopify, do you want to join?