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Post Reply My Account has been stolen
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Posted 3/20/15 , edited 3/20/15
To anyone that can help, I received a charge on my card today for 170$ and when I looked into it I found out it was from crunchyroll, when I tried to log in and investigate, my account's password has been changed. Then when trying to reset it via forgot password it now says my email is no longer connected to any account. I have sent in a support email, but if any moderators can help with this please contact asap! My account is Velyn727.
Der Zoodirektor
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34 / M / Germany
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Posted 3/20/15
Please go through the password reset procedure. Please use a new password that you are not using on any other site. The current situation most likely results from you using the same login credentials on a site or service that got hacked.
Change your password to other passwords on any other site you used the same email/password combination for.

Furthermore run a virus scan to make sure that it is not a local issue.

I'll try to locate the charges and refund them. Please don't initiate a chargeback.
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24 / M / Ontario, Canada
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Posted 3/20/15
Thank you very much I have changed the password on the site and run a virus scan and it has come up clean. Thank you for cancelling the charges on the account.
Der Zoodirektor
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34 / M / Germany
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Posted 3/20/15
I refunded the one charge associated with your account. Please get back to me here at any time if any issues remain.
Posted 3/20/15
I would like to use this topic to try and get my account back as well. My original account is Shadebob and apparently there was a 60 dollar charge on the credit card that was made yesterday. I should have known something was up when new shows started showing up in my queue, but I guess I'll know better if this ever happens again.

I just hope we can get this sorted out as quickly as possible.
Der Zoodirektor
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Posted 3/21/15
I'm only able to restore your old account if I delete the second one you just created using the same email address. Do you mind that?
Posted 3/21/15
Not at all, I just needed to make this account to post here and enter a support ticket. Delete away.
Der Zoodirektor
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Posted 3/21/15 , edited 3/21/15

wrote:

Not at all, I just needed to make this account to post here and enter a support ticket. Delete away.


Done, follow the steps detailed above.

As for the charge, do you want me to refund the 1 year membership the intruder created or do you want to keep it? Did you initiate any chargebacks yet?
8008 cr points
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Posted 3/21/15
Thank you for your prompt response. While I do want to get a refund of the charge on the credit card, I think another section of customer support is in the middle of trying to refund the money as I am in contact with them as well via e-mail. I don't want to cause any confusion for you, so I will wait for the customer service if I need to now that they have contacted me as well.
Der Zoodirektor
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34 / M / Germany
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Posted 3/21/15

Shadebob wrote:

Thank you for your prompt response. While I do want to get a refund of the charge on the credit card, I think another section of customer support is in the middle of trying to refund the money as I am in contact with them as well via e-mail. I don't want to cause any confusion for you, so I will wait for the customer service if I need to now that they have contacted me as well.


Okay, I will leave it up to my colleagues then.
Posted 3/22/15
Hi there shinryou.

I have the same problem as the rest in this thread.
My username [dssb] and email is no longer available for login, i have already sent in a message to support but have yet to have any kind of reply from them.

If needed you can delete this account as it uses the same email as the old one.


Hope you can help.
Der Zoodirektor
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34 / M / Germany
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Posted 3/22/15

dssb2 wrote:

Hi there shinryou.

I have the same problem as the rest in this thread.
My username [dssb] and email is no longer available for login, i have already sent in a message to support but have yet to have any kind of reply from them.

If needed you can delete this account as it uses the same email as the old one.


Hope you can help.


Can you log into the site without your proxy so I can verify your identity?
Posted 3/22/15
I should not be useing a proxy, changed browser to make sure tho. If you need any additional information from me let me know.
Der Zoodirektor
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34 / M / Germany
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Posted 3/22/15

wrote:

I should not be useing a proxy, changed browser to make sure tho. If you need any additional information from me let me know.


Alright, you should be able to go through the password reset procedure.

Your account was either compromised because your login details were the same on a site/service that got hacked, or you have a virus on one of your devices.

Make sure you set a complex password. Also change your password on any other service/site you used the same email/pass combination for. Furthermore run a virus scan on your devices to make sure it's not a local issue.

The intruder used your stored payment details on the store and bought some items. We already refunded those charges. One of my colleagues also canceled and refunded your current month of Premium. However, it is still set to renew normally tomorrow as far as I can tell.
dssb 
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27 / M / Norway
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Posted 3/22/15
Thank you for fantastic and fast help.
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