I have been hacked - and my 2 factor authentication has been changed!!

[renae2]

My account has been hacked, and the hacker has changed my two factor authentication, so that when try to log in to my account, the 2 factor authentication does not go to my cell number (as it did before).  Now I'm getting notifications that the settings have been changed, and it appears the person is setting up stores!  I can't get past the AI bot on the Support button because I don't have a store name.... and I'm very frustrated!!

[shahrozbabar5]

1. Contact Shopify Support Directly:

• Phone or Chat Support: Skip the online AI bot and try to contact Shopify directly via phone or live chat. You can find these options by visiting the Shopify support page: Shopify Contact Page.
• Provide Your Details: If you don't have your store name, provide as much information as possible, such as the email address associated with the account, any transaction details, or previous store names.

2. Email Shopify Support:

• Send an email to support@shopify.com from the email address associated with your Shopify account. Clearly explain your situation, emphasizing that your account has been hacked and two-factor authentication has been changed without your consent.

3. Contact Your Payment Providers:

• Notify any payment providers linked to your Shopify account (like your bank or PayPal) to prevent unauthorized transactions.

4. Check Your Email for Updates:

• Keep an eye on your email for any responses from Shopify and any further suspicious activity.

5. Take Additional Security Steps:

• Change passwords for any associated accounts (email, payment methods).
• If you use the same password elsewhere, change those as well to prevent further breaches.

Urgency:

Make sure to convey the urgency of your situation to Shopify support, as account security issues typically receive higher priority.

If you need further assistance, let me know.

[renae2]

When I go to Shopify Support, I cannot get to a Chat which is not AI Bot
driven. Do you have a phone number I can call?

Thanks much!

[Imogen]

Hi there, @renae2. Thank you for taking the time to reach out to the Shopify Community Forums and following up on your thread here. My name is Imogen.

As we're unable to authenticate you here in the Community, it's very important that you use our Help Center to connect with us so we can assist with this situation. Shopify does not have a general support email address that is monitored, nor does Shopify have a phone number available to reach for support purposes.

When you reach out to our Help Center and are chatting with our AI Assistant, you will want to clearly prompt the AI with the situation at hand. Let it know that you suspect your account has been hacked, that you're unable to login, and you need to speak to an advisor to help get control of your account again. This should prompt the AI to provide you with an option to connect with our Accounts Team, who are the appropriate folks to connect with regarding this. If you continue to have issues connecting with our Team via our AI, you can try using the form on this page to connect with us.