Recover from hacked online shopping account
The ability to access your payment information and fraudulently buy goods makes online shopping accounts a popular target for cyber criminals. If you suspect your account has been hacked you need to act fast!
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Hacked online shopping account - Do this first!
Contact your bank -If your online shopping account contains saved payment cards or banking details, contact your bank immediately using the telephone number on the back of your bank card, your banking app, or your bank's official website.
Tell your bank:Your online shopping account has been accessed without your permission.
Your payment details may have been compromised.
Whether you have noticed any unauthorised transactions.
Ask your bank to:
Block or replace affected cards.
Monitor your account for fraudulent activity.
Reverse unauthorised transactions where possible.
Explain what documentation they require, such as a SAPS case number or evidence of the incident.
Do not assume that an unauthorised transaction will automatically be reversed. The bank will assess the transaction and advise you on the applicable process.
Change your password - If you can still access your account:
Change your password immediately.
Create a strong, unique password that you have never used before.
If you have used the same or a similar password on other accounts, change those passwords immediately as well.
Turn on multi-factor authentication (MFA) - If the shopping platform offers Multi-Factor Authentication (MFA), enable it immediately. MFA adds an additional layer of security by requiring a second form of verification before anyone can sign in to your account.
Change passwords on other accounts - Cybercriminals may try stolen usernames and passwords on other websites.
Immediately change the passwords for any:Email accounts.
Banking services.
Shopping websites.
Social media accounts.
Other online accounts using the same or a similar password.
Prioritise your email account because it may be used to reset passwords for other accounts.
Report the unauthorised access to the online shopping provider - Contact the online shopping provider as soon as possible.
Ask them to:Secure or temporarily suspend your account.
Cancel or reverse unauthorised orders where possible.
Remove unfamiliar delivery addresses.
Remove unknown payment methods.
Preserve important account records, including:
Login history.
Order history.
IP addresses.
Device information.
Delivery details.
These records may assist your bank, the South African Police Service (SAPS), or the provider when investigating the incident.
Approaches to dealing with a hacked online shopping account
After changing your password and enabling MFA, take the following additional steps.
Check your account security settings - Check your account for:
Devices currently signed in.
Connected applications.
Recent login activity.
Saved payment methods.
Delivery addresses.
Disconnect any devices or applications you do not recognise.
If available, take screenshots of suspicious login activity before removing access, as these may assist with any investigation.Scan your devices for malware -Cybercriminals may have obtained your login details through:
Malware on your computer or mobile device.
A previous data breach.
A phishing email or SMS.
A weak or reused password.
Run a full antivirus or anti-malware scan on every device you use to access your shopping account and remove any threats detected.
Review your account activity - Check your account for any unauthorised activity, including:
Purchases you did not make.
Changes to delivery addresses.
New payment methods.
Gift card purchases.
Changes to your personal information.
Understanding what changed can help when reporting the incident.
Set up recovery options - If you have not already done so, add or update:
A recovery email address.
A recovery mobile number.
These recovery methods can help you regain access if your account is compromised again.
If you are locked out of your account - If you cannot access your account:
Follow the shopping provider's official account recovery process.
If unsuccessful, contact the provider's customer support.
Be prepared to verify your identity using previous orders, payment information or identification documents.
Only provide identification documents through the shopping provider's official website, application or verified support channel.
Shopping Provider Support
Most major online shopping platforms provide dedicated account recovery and security guidance.
If your account was compromised, visit the official Help or Support pages of the shopping platform you use and follow their recovery process.
Avoid using links provided in unexpected emails or messages to access account recovery pages. Use the provider's official website or application instead.
Report the crime
If money has been stolen or fraudulent purchases have been made, report the incident to the South African Police Service (SAPS) by visiting your nearest police station.
Ask for:
A case number.
A copy of your statement, if available.
Keep your case number and supporting evidence. Your bank or the online shopping provider may request this information while investigating the incident or processing a reimbursement request.
If your bank suffers a financial loss because of the fraud, it may also conduct its own investigation.
Do not delay contacting your bank while waiting to report the incident to SAPS.
How to stop your online shopping accounts being hacked
Use strong, unique passwords -
Use a different password for every online account.
Never reuse passwords across multiple websites.
Consider using a reputable password manager to generate and securely store strong passwords.
Commit to multi-factor authentication (MFA) - Turn on MFA for every account that supports it, especially:
Email accounts.
Banking services.
Shopping platforms.
Social media accounts.
This is one of the most effective ways to protect your accounts.
Be cautious of phishing - Cybercriminals often steal passwords through fake:
Emails.
SMS messages.
Delivery notifications.
Login pages.
Always access shopping websites by typing the website address directly into your browser or using the official mobile application rather than clicking unsolicited links.
Keep your devices secure - Improve your overall cyber security by:
Keeping your operating system and apps up to date.
Using reputable antivirus software.
Removing software you no longer use.
Locking your devices with a PIN, password or biometric authentication.
Regularly reviewing your online account security settings.
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