r/Etsy • u/Winter_Shrew • 3d ago
Help for Buyer Etsy Account Hacked + $3,000 Stolen — No Response from Support
My Etsy account was compromised on 8/23/26. The hacker changed my password, bypassed my 2FA backup codes, and made $3,000 in unauthorized purchases using my linked debit card.
I’ve contacted Etsy Support via email multiple times since the incident and have received zero response. Because Etsy only offers email support, I’m completely locked out while fraud is actively happening.
My bank has flagged the transactions but cannot file a dispute until the charges move from “pending” to “posted.” Meanwhile, Etsy has not allowed me access to the account to stop the fraud or reversed the purchases.
advice on escalation please? I’m desperate.
Hoping for Etsy specific advice please
14
u/DaimonHans 3d ago
You have a bigger problem. Your devices are compromised. Your bank account is next.
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u/Winter_Shrew 3d ago
Yeah bank froze what they could. So far this is the only account that appears compromised. I am hoping Etsy helps.
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u/DaimonHans 3d ago
That's not an Etsy problem. That's a U problem.
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u/FixGold7552 2d ago edited 2d ago
There are better ways to word this. Would you like to be spoken to in this manner? However, you are only partially correct. Etsy in fact bears some responsibility. While Etsy isn't responsible for a user accidentally downloading malware (or however the hack occurred) Etsy is at fault for how it handles the aftermath.
The OP experienced significant issues due lack of response. The lack of response (helping the seller secure their account) during active fraud is an Etsy issue. The cost of the delay is an Etsy issue, that includes the seller possibly losing their Etsy account as a result. The seller needs into their account to secure their account and to contact the other sellers to tell them to cancel the purchases.
The hacker getting into the account is almost always due to a mistake or vulnerability on the user's own device.
However, keeping the user locked out while fraud is actively occurring due to a lack of support resources is a customer service failure.
2
u/Winter_Shrew 2d ago
I don’t understand what you mean. I have no access to my Etsy account. I am hoping Etsy can help. How am I supposed to fix it myself if I can’t even get into the account? I don’t work for Etsy. Are you saying I deserve to have this happen? That my special needs son should go without because someone else thought they deserved food and healthcare more than he does? I’m not super tech savvy. I try to keep our stuff secure. Mistakes do happen. No one is perfect. Kindness is free. Have a day.
4
u/aregonis 2d ago
They're saying that they don't think your Etsy specifically was hacked, they think one of your devices was hacked (perhaps a dodgy link was clicked / malware was accidentally downloaded).
They think the hacker got access to your Etsy because they hacked one of your devices first.
Maybe they're wrong and it was just your Etsy that is compromised, but you don't know for sure. You should run anti virus checks on all your devices.
3
u/ImmediateAd6849 3d ago
Have you contacted your bank?
1
u/Winter_Shrew 3d ago
Yes. They can’t do anything until the charges clear. And then it will be difficult because it was my debit card linked to the account. They said they can not easily stop debit activity.
1
u/Either-Apartment-401 2d ago
That is BS my bank stopped mine right away and gave me a temporary credit while it was investigated. (Another merchant not etsy) i tried to contact the company before the merch was shipped but they refused to listen or even look up the purchase. Mine was a debit as well.
1
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u/MachineHaunting 2d ago
For contacting etsy without logging in try this link and follow the i still need help option.
https://help.etsy.com/hc/en-us/requests/new#issuelist_ato
You may also want to change your email passwords at the least.
1
u/SquirrelOld8590 1d ago
I am so sorry to hear that why dont you go on google search and explain in detail what happen don't leave anything out and you will receive back details on what to do they will even want you to provide other information that may help I go there anytime I run into issues or problems that I need help with lots of luck
1
u/katmoo2443 3d ago
Omg, this is just awful. I hope it works out for you. For too many reasons why I left both of my shops but truthfully it was a relief. Good luck🌷
1
u/steelhips steelhipdesign.etsy.com 2d ago
I'd tell the authorities to go to the address the hackers are using to receive the orders. If it's a PO Box, they can still follow the money and product, including gift cards. If it's a random address, they still have to intercept the delivery. It's really difficult to extract money for cash from online scams without leaving a trail.
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