My account got hacked

[amnaarshad171]

Hi! 

I'm Amna, recently my Fiverr account was hacked. The hacker changed the phone number, changed the payment method, made a withdrawal of around $2700 and then he removed the payment methods and left the account as it was.

-I contact Fiverr customer support but they are taking this issue very carelessly. The last response from their team was around 24-30 hours ago. 
-Fiverr customer support temporarily blocked the activities of my account. After 24-30 hours of that hack attack, I was able to recover the phone number, change the password, took all the precautionary measures. Now when I request them to reopen my account activity since I was in proper ranking and with the effort of last 6 months + 600 review in the last 6 months I was on the top listing. Now my account is on hold for the last 3 days which is disastrously for my rankings, stats and everything. -I'm unable to message my previous client, -I'm unable to see my gig anywhere., -Gigs are in denied, --I'm no where in listing, But Fiverr customer support is ignoring everything. I mentioned them that I have recovered everything you can allow the access so I can start working on Fiverr again. 

-The third issue is that, I have mentioned Fiverr customer support around 7-8 times that the payment was taken by hacker into a new payoneer account and it has nothing to do with my payoneer account and obviously payoneer customer support will do nothing in this case. But I still received around 7-8 times a copied template from customer support that "the funds are taken from your account into your payoneer account and cannot be reversed and contact customer support", Are they serious, I'm mentioning it again and again that the amount is withdrawn by the hacker in his account not mine. I still contacted Payoneer support around 2-3 times and every time a different agent told me that, nothing was initiated in your account so they can not recover it and obviously how they can recover it when it was gone from my Fiverr account. 

-The Fiverr need to compensate for the complete amount that was taken after breaching their security levels and it is Fiverr's responsibility to provide a secure and hacker free platform. And one more thing is that you need to improve your customer support, a reply in such critical case taking around 24-30 hours and still no updates, this is unacceptable. 

The ticket number is: #10521233

Thank you! 

[smartdezigns]

1 minute ago, amnaarshad171 said:

Hi! 

I'm Amna, recently my Fiverr account was hacked. The hacker changed the phone number, changed the payment method, made a withdrawal of around $2700 and then he removed the payment methods and left the account as it was.

-The Fiverr need to compensate for the complete amount that was taken after breaching their security levels and it is Fiverr's responsibility to provide a secure and hacker free platform. And one more thing is that you need to improve your customer support, a reply in such critical case taking around 24-30 hours and still no updates, this is unacceptable. 

The ticket number is: #10521233

Thank you! 

Hi too

One thing is for sure: Fiverr Support is not ignoring your request. They are probably taking precautionary measures to make sure that everything is safe or not because your account got hacked. Even it's restored but still..

You have to be patient with Fiverr Support and wait for their response/decision. I can understand your frustration but still you need to be patient. They have to deal with numerous tickets so just wait until they respond. Stay calm!

@Lena Sorry for tagging you.. Is it possible to check her case? She has provided her Ticket ID Number as well.

[filipdevaere]

Hey @amnaarshad171, how did the hacker get into your account?

[swaybur123]

Very sad but how hacker hacked your account.

[vickiespencer]

I was going to tag @vickieito, but I see she is typing now. She had her account hacked too and will have advice for you. 

[vickieito]

43 minutes ago, amnaarshad171 said:

I'm unable to see my gig anywhere., -Gigs are in denied, --I'm no where in listing,

Hi @amnaarshad171, I know how frustrating this can be! My account was also hacked into earlier this year - the hacker withdrew all my Earnings and then shut down my Fiverr account. This caused all of my orders in queue to be canceled and there wasn't any way for me to communicate with my buyers for 4 days. 

Please note that Fiverr CS can sometimes take 2-3 days to respond. I had to wait for 2 days in between each reply that I sent to CS about my issue. First, I had to prove that I personally did not request my account to be shut down. Then I had to prove that I didn't make the withdrawal. Then we had to restore all of my seller stats - I dropped to a Level 1 seller temporarily because of the mass cancelations that happened.

It took me a week to get my account fully active again. My seller level was restored to Level 2. I was fully compensated for the Earnings that I lost.

It took me 2 weeks to set up a new phone number (I purchased a new phone number and linked a different email to my account).

It took me 1 month to be eligible for the Seller Plus program again.

It took me 3 months to be eligible for the Early Payout feature again (due to hidden quality metrics affected by the account shutdown).

After 4 months, I was promoted to TRS.

54 minutes ago, amnaarshad171 said:

Now my account is on hold for the last 3 days which is disastrously for my rankings, stats and everything.

I also thought this was the end of my Fiverr career, but that was not the case. My business is currently on the back burner for other personal reasons, but up until now, my business hit the highest earnings since I started, after the hacking took place.

57 minutes ago, amnaarshad171 said:

Are they serious, I'm mentioning it again and again that the amount is withdrawn by the hacker in his account not mine.

I was very lucky that Fiverr compensated me for my lost earnings. There were other online accounts that were being created under my name and email and I was not so lucky. I lost over $11k within a few days because of those online charges. Even though the transactions were being made on the other side of the globe,  PayPal and the online accounts that were created in my name told me that they "couldn't stop me from making my own purchases."

1 hour ago, amnaarshad171 said:

it is Fiverr's responsibility to provide a secure and hacker free platform

Fiverr did compensate me. However, you should also take steps necessary to protect yourself so that your ID doesn't also get stolen like mine was.

1. Make sure to change the passwords of ALL your online accounts (I had 87 online accounts listed in my Google password manager). No two passwords should be the same.

2. Use antivirus software to continuously scan for threats  - my hacking happened because of malware that was found on my computer. I now use antivirus software to scan every file that is downloaded onto my computer.

3. Keep the number of tabs open on your browser to a minimum - when I was hacked, I had 10 or so tabs open on my browser. This allowed the hacker to have access to my Fiverr account as well as other accounts that were opened on my tab. I thought I was safe because I have two-factor authentication on all my accounts, but I was already logged into those accounts. Now only have 1-2 tabs open at a time and constantly log in and out of Fiverr several times a day.

[hrk_designerz]

2 hours ago, vickieito said:

Hi @amnaarshad171, I know how frustrating this can be! My account was also hacked into earlier this year - the hacker withdrew all my Earnings and then shut down my Fiverr account. This caused all of my orders in queue to be canceled and there wasn't any way for me to communicate with my buyers for 4 days. 

Please note that Fiverr CS can sometimes take 2-3 days to respond. I had to wait for 2 days in between each reply that I sent to CS about my issue. First, I had to prove that I personally did not request my account to be shut down. Then I had to prove that I didn't make the withdrawal. Then we had to restore all of my seller stats - I dropped to a Level 1 seller temporarily because of the mass cancelations that happened.

It took me a week to get my account fully active again. My seller level was restored to Level 2. I was fully compensated for the Earnings that I lost.

It took me 2 weeks to set up a new phone number (I purchased a new phone number and linked a different email to my account).

It took me 1 month to be eligible for the Seller Plus program again.

It took me 3 months to be eligible for the Early Payout feature again (due to hidden quality metrics affected by the account shutdown).

After 4 months, I was promoted to TRS.

I also thought this was the end of my Fiverr career, but that was not the case. My business is currently on the back burner for other personal reasons, but up until now, my business hit the highest earnings since I started, after the hacking took place.

I was very lucky that Fiverr compensated me for my lost earnings. There were other online accounts that were being created under my name and email and I was not so lucky. I lost over $11k within a few days because of those online charges. Even though the transactions were being made on the other side of the globe,  PayPal and the online accounts that were created in my name told me that they "couldn't stop me from making my own purchases."

Fiverr did compensate me. However, you should also take steps necessary to protect yourself so that your ID doesn't also get stolen like mine was.

1. Make sure to change the passwords of ALL your online accounts (I had 87 online accounts listed in my Google password manager). No two passwords should be the same.

2. Use antivirus software to continuously scan for threats  - my hacking happened because of malware that was found on my computer. I now use antivirus software to scan every file that is downloaded onto my computer.

3. Keep the number of tabs open on your browser to a minimum - when I was hacked, I had 10 or so tabs open on my browser. This allowed the hacker to have access to my Fiverr account as well as other accounts that were opened on my tab. I thought I was safe because I have two-factor authentication on all my accounts, but I was already logged into those accounts. Now only have 1-2 tabs open at a time and constantly log in and out of Fiverr several times a day.

Thank you for you sharing your experience @vickieito .We all should take the necessary precautions too. I am gonna install antivirus right away

[Lena]

18 hours ago, smartdezigns said:

@Lena Sorry for tagging you.. Is it possible to check her case? She has provided her Ticket ID Number as well.

@smartdezigns Thanks for the tag. Please do not apologize, I am here to help.

 

@amnaarshad171 

Rest assured that we are all taking this issue very seriously. I cannot disclose all the information, but I can tell it's all hands on deck situation. I am just asking you to please be patient as these things are very delicate and we have to be very careful, detailed, and thorough. 

I understand you are concerned and you probably feel uneasy, but all of the relevant departments are working on this issue. We are working quickly to resolve it.

Thank you for your patience and understanding.  

[amnaarshad171]

@Lena

There must be a point to be patient. 48 hours now and still no feedback, the ticket is now live for around 6-7 days and whenever I ask them to rank me back to my place or about the compensation for all that amount, they just ignore those points and replies me with just templated based message. If they just tell me that we are looking into this and this matter will take 2-3 days then I will never disturb them before 3 days time.

I have been much polite but just imagine that you were getting orders of around $500-800/day and now getting nothing, how does that sounds and you have been pushed to the 20th pages in ranking instead of your 2nd page, I can understand but each day is a big loss for me. I have recovered my account now, my gig is live but still I need two important things;

-My ranking back
-and the compensation for the amount being hacked

I hope you can understand my frustration here
 

[amnaarshad171]

Thanks @vickieito @vickiespencer @smartdezigns @filipdevaere @swaybur123 @hrk_designerz for reading the post and sharing your thoughts and support 🙂

[habibur_pro24]

please tell you Fiverr customer support and solved your problem

[vickiespencer]

3 hours ago, habibur_pro24 said:

 

please tell you Fiverr customer support and solved your problem

 

Did you read the post made just before yours? 😉

[foxyify]

On 10/14/2023 at 9:52 PM, amnaarshad171 said:

Hi! 

I'm Amna, recently my Fiverr account was hacked. The hacker changed the phone number, changed the payment method, made a withdrawal of around $2700 and then he removed the payment methods and left the account as it was.

-I contact Fiverr customer support but they are taking this issue very carelessly. The last response from their team was around 24-30 hours ago. 
-Fiverr customer support temporarily blocked the activities of my account. After 24-30 hours of that hack attack, I was able to recover the phone number, change the password, took all the precautionary measures. Now when I request them to reopen my account activity since I was in proper ranking and with the effort of last 6 months + 600 review in the last 6 months I was on the top listing. Now my account is on hold for the last 3 days which is disastrously for my rankings, stats and everything. -I'm unable to message my previous client, -I'm unable to see my gig anywhere., -Gigs are in denied, --I'm no where in listing, But Fiverr customer support is ignoring everything. I mentioned them that I have recovered everything you can allow the access so I can start working on Fiverr again. 

-The third issue is that, I have mentioned Fiverr customer support around 7-8 times that the payment was taken by hacker into a new payoneer account and it has nothing to do with my payoneer account and obviously payoneer customer support will do nothing in this case. But I still received around 7-8 times a copied template from customer support that "the funds are taken from your account into your payoneer account and cannot be reversed and contact customer support", Are they serious, I'm mentioning it again and again that the amount is withdrawn by the hacker in his account not mine. I still contacted Payoneer support around 2-3 times and every time a different agent told me that, nothing was initiated in your account so they can not recover it and obviously how they can recover it when it was gone from my Fiverr account. 

-The Fiverr need to compensate for the complete amount that was taken after breaching their security levels and it is Fiverr's responsibility to provide a secure and hacker free platform. And one more thing is that you need to improve your customer support, a reply in such critical case taking around 24-30 hours and still no updates, this is unacceptable. 

The ticket number is: #10521233

Thank you! 

Fiverr should do update about changing phone number method. They don't ask old number verification. Really it is wrong.

[ahmedbinsowrob]

you can take help on fiverr support team maybe solve your problem if you contact do fiverr team

[ratul705]

Contact Fiverr Customer Support..

[abubokor_siddik]

How hacker hack your Fiverr account?

[amnaarshad171]

@Lena  any updates?

 

[prisy248]

On 10/14/2023 at 6:04 PM, vickieito said:

Hi @amnaarshad171, I know how frustrating this can be! My account was also hacked into earlier this year - the hacker withdrew all my Earnings and then shut down my Fiverr account. This caused all of my orders in queue to be canceled and there wasn't any way for me to communicate with my buyers for 4 days. 

Please note that Fiverr CS can sometimes take 2-3 days to respond. I had to wait for 2 days in between each reply that I sent to CS about my issue. First, I had to prove that I personally did not request my account to be shut down. Then I had to prove that I didn't make the withdrawal. Then we had to restore all of my seller stats - I dropped to a Level 1 seller temporarily because of the mass cancelations that happened.

It took me a week to get my account fully active again. My seller level was restored to Level 2. I was fully compensated for the Earnings that I lost.

It took me 2 weeks to set up a new phone number (I purchased a new phone number and linked a different email to my account).

It took me 1 month to be eligible for the Seller Plus program again.

It took me 3 months to be eligible for the Early Payout feature again (due to hidden quality metrics affected by the account shutdown).

After 4 months, I was promoted to TRS.

I also thought this was the end of my Fiverr career, but that was not the case. My business is currently on the back burner for other personal reasons, but up until now, my business hit the highest earnings since I started, after the hacking took place.

I was very lucky that Fiverr compensated me for my lost earnings. There were other online accounts that were being created under my name and email and I was not so lucky. I lost over $11k within a few days because of those online charges. Even though the transactions were being made on the other side of the globe,  PayPal and the online accounts that were created in my name told me that they "couldn't stop me from making my own purchases."

Fiverr did compensate me. However, you should also take steps necessary to protect yourself so that your ID doesn't also get stolen like mine was.

1. Make sure to change the passwords of ALL your online accounts (I had 87 online accounts listed in my Google password manager). No two passwords should be the same.

2. Use antivirus software to continuously scan for threats  - my hacking happened because of malware that was found on my computer. I now use antivirus software to scan every file that is downloaded onto my computer.

3. Keep the number of tabs open on your browser to a minimum - when I was hacked, I had 10 or so tabs open on my browser. This allowed the hacker to have access to my Fiverr account as well as other accounts that were opened on my tab. I thought I was safe because I have two-factor authentication on all my accounts, but I was already logged into those accounts. Now only have 1-2 tabs open at a time and constantly log in and out of Fiverr several times a day.

This is very helpful, thank you

[bmgraphix20]

Please tell them your question via fiverr facebook page as soon as possible. Then your question will be answered as soon as possible. I hope your account is back to you.