If you think someone has gained access to your account or suspect that login details have been compromised, here’s what you can do:
Someone logged into your account but you can still access it
Usually, whenever there is a new or unexpected login on your account, we immediately notify you via email. If you suspect intrusion, contact support to restore access to your account, and take necessary steps to protect your account.
Alternatively, you can proceed with the following steps while logged in if you don't want to lock your account.
Someone logged into your account and you can't access it
- Contact support and provide all the information required by our support team. Once account ownership is verified, our team will see if there is enough data to prove you are the real account owner. Once we verify that you are the victim and the rightful account owner, account access will be restored
- Once you log in, secure your account immediately.
Steps to protect your account:
- Change your password to something secure (a password that you have NOT USED on other sites or emails). Try to make your password as complex as possible, but at the same time be sure to remember it.
- Check to ensure that none of your other settings such as your email or phone number were changed. If they were changed to something you don’t recognize, change them back.
- Go to your active sessions (Settings > Security > Active Sessions) and log out all sessions by clicking the Close icon next to them.
- Log out of your account.
- Log back in using your new password.
- Download Google Authenticator(iPhone/Android) or Authy (Mac/Windows).
- Turn on 2FA and scan the code with your phone. Remember to turn on 2FA for BOTH login and sending out as it will make your transactions more secure. We recommend using Google Authenticator or Authy as it is more secure. Just bring up the app and get the code every time you want to log in or send crypto.
- Set your security questions and write them somewhere. You’ll need them if you ever lose your phone and need to reset your 2FA.
- If the support team can trace the hacker and recover any funds, we will contact you. Hackers often cover their actions very well and it is not possible to track them down to reverse cryptocurrency transactions.
- It is advised that you change passwords to any other accounts you have online as hackers normally gain access by getting into your email or other accounts.
So where did the cryptocurrency go?
- Check your account activity to see who logged into your account. Take note of their IP address.
- Check your wallet ledger to see the cryptocurrency address they sent your coins to.
With the cryptocurrency address and the IP address of the thief, you have some information but it is often impossible to track them down. Our support team does not have the resources to help you investigate further because hackers often use VPNs and also due to the general anonymity of cryptocurrency. It is nearly impossible to track them down, so try your best to make your account as secure as possible.
How did this happen and how can I prevent it from happening again?
To prevent this from happening again, we suggest that you don’t use the same password across websites and that you have 2FA enabled.
At Noones, we are constantly improving our security processes to keep your funds as safe as possible.