What to do if you think your account has been compromised
Look for suspicious activity
If you think your account might have been compromised, but you're not sure:
- Check who is logged in to your account and remotely log out any that you don't recognise as you.
- Check the list of logins from the last 2 weeks to see if there's any logins you don't recognise.
What makes a login suspicious?
- A login at a time you know you weren't connected. Be mindful that computers that are left on can be continuously checking. Likewise, mobile devices will also check in the background.
- A login from a location you haven't been to. Be aware that location awareness is only approximate: your correct country and state should be detected, and city location within an approximate 50km radius. Location detection when connected on mobile networks (3G or 4G) is less accurate.
Even if you see nothing suspicious above, if you have other reasons to believe your account details have been stolen it's a good idea to follow the steps below.
Securing your account
- Scan your computers for malware using software from a reputable company. One way that accounts are commonly compromised is through key-logging malware.
If you can still log in, change your password immediately.
If you can't log in, please contact our support team and explain the situation. They will need to verify your identity as the true account holder before they can restore your access.
- Once you have access to your account, we highly recommend enabling two-step verification to make it a lot harder for criminals to steal your account.