topic Re: Account Compromised, Please Help in Get Support

Account Compromised, Please Help

nijoli93 — Wed, 05 Jan 2022 21:02:53 GMT

I'm writing this on behalf of my mom, who had her account hacked into and all the information changed. Is there anyway we could make a new account for her without having to change phone numbers? Her phone is currently working but her login has been disabled and we can't access it at all

Re: Account Compromised, Please Help

JoyLuck — Sat, 07 Nov 2020 17:49:22 GMT

@nijoli93 wrote:
I'm writing this on behalf of my mom, who had her account hacked into and all the information changed. Is there anyway we could make a new account for her without having to change phone numbers? Her phone is currently working but her login has been disabled and we can't access it at all

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Re: Account Compromised, Please Help

nijoli93 — Sat, 07 Nov 2020 17:55:36 GMT

Thank you for the help, will do!

Re: Account Compromised, Please Help

Korth — Sat, 07 Nov 2020 17:56:52 GMT

@nijoli93

I'd recommend you (or your mom) immediately change all other important account passwords. Email, voicemail, social media, and most especially any kind of online finances which could be linked to banking and credit cards.

Confirm the phone service is still working, if you haven't already. Try phoning out and try phoning in. Because if the number has been redirected elsewhere then all sorts of "2FA" identiy confirmations - like those one-time secret codes sent as text messages from your bank/etc - will also be redirected to somebody else.

You have the option of reporting the phone (and SIM card) as lost/stolen. Though I suppose you'll have to do it indirectly (through @CS_Agent) if you can't login to Self-Serve.

You may also have to buy a new PM SIM card ($10) if the old one has been compromised.