My account has been hijacked!

[Benjamin24114493r539]

I hope someone from Adobe could help me here.

My account has been hijacked. On the 8th Dec, I received an email that my email, password has been changed, and my secondary email has been removed\ changed.

I checked my emails and seems like he has even subscribed to some other services as well!

I hope someone could reach out to me to resolve this issue, I do have an email address which I receive an email that he \ she changed my account email to...

Thank you in advance and anyone prompt response is very much appreciated!

[kglad · Accepted solution]

these are user forums.  you need adobe support:

there are 3 ways to contact adobe; chat, phone and twitter:

chat:
use a browser that allows popups and cookies, and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

phone:
https://helpx.adobe.com/contact/phone.html

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

[Benjamin24114493r539]

Thank you for much for replying @kglad ! Let me try to reach out as you have advised. Appreciate your response!

[kglad]

you're welcome.  (please update after contacting support.)

[Benjamin24114493r539]

So here's the update; got an agent to support me was fairly quick, which was great!

Anisha initially couldnt find my account (obviously, cos it has been hacked and the account went to a gmail account). So I manage to provide screenshots of the my notification I received about my email, password and secondary email being changed.

Long story short, I lost my data and was not able to 'restore' my account back to me. But, Anisha assisted in marking the hacker's gmail account as fraudulent and I would not have future charges. I would need to create another account and resubscribed to my services again. Sad ... but I guess I do not have a choice in this matter.

Thanks again @kglad  for pointing me in the right direction!

[kglad]

did you get a refund on the unused part of your subscription?

if not, you will IF you resubscribe via another adobe agent.

[Benjamin24114493r539]

No I didnt. Considered it a lesson learned and will turn on 2FA to prevent this from happening again!

Thanks for the tip @kglad 

[kglad]

@Benjamin24114493r539 

your welcome, and good luck!

[Abambo]

Tip: Use two-factor authentication. That helps to detect fraudulent log-in attempts on the fly.

[Benjamin24114493r539]

Hey @Abambo thanks for the tip! Getting this done already for the new accounts!

[Abambo]

You're welcome.

[Nancy OShea]

If your Adobe User ID and password were hacked, you should do a thorough scan of your computer system for viruses, trojans and spyware.  

Get a secure Firewall. 

Change your computer password.

Don't share your computer password with anyone.

Good luck.