Hey guys . I am a victim of a shopify store hack. The worst part is the hackers changed the 2FA number and added a passkey to the account. I can prove the account is mine and have changed the password but i cant get in because of the 2FA.
The hackers have proceed to create 6 more stores and I desperately need help from the shopify fraud department to shut down the stores even if they can’t give me access back in.
Hi @Lhccc98 ,
Sorry to hear that - I can imagine that you’re going through quite a lot right now.
Starting a support request is the best avenue to take, and make sure to help them know you’re willing to perform ID verification to prove you’re the true account holder. They may still have your ID on file from when you first signed up and went through their KYC (Know Your Customer) process.
The other risk you have is what is called Payout Fraud - we just wrote a blog post on how to protect yourself from this exact same type of attack: https://getverdict.com/blog/prevent-payout-fraud
Unfortunately this is too late for you, these are preventative measures for any other merchants that haven’t set up 2FA on their accounts or reuse passwords across multiple sites.
Are you currently accepting payments on your store? If so, you may want to consider logging into your payment gateway and changing your passwords as soon as possible, also add 2FA to prevent the same issue.
It’s possible the hacker is attempting to steal your payout by switching your Shopify account to use their bank instead. Hence accepting multiple stores so they can accept as many orders as possible.
I’m really sorry, but starting a support ticket is the best way to reach Shopify in these cases. If you have a Plus plan, you have a dedicated manager for more 1:1 support.