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Post Reply My Account has been stolen
13 cr points
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24 / F
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Posted 5/7/15
Hi I have the same problem on my own account (using my friends atm) account name "Joshwontknow" seems the email and password has been changed on the account, submitted a support stub but not heard anything back. Can you help?
13 cr points
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24 / F
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Posted 5/8/15

shinryou wrote:


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.



Hi I have the same problem on my own account (using my friends atm) account name "Joshwontknow" seems the email and password has been changed on the account, submitted a support stub but not heard anything back. Can you help?
Der Zoodirektor
23419 cr points
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34 / M / Germany
Online
Posted 5/8/15
Done. Follow the same steps as given above.
22024 cr points
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26 / M / United Kingdom
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Posted 5/8/15

shinryou wrote:

Done. Follow the same steps as given above.


Thank you so much. Checked the count doesn't seem any charges were made. Is there no way for Crunchyroll to add in an email bot that when an email has been changed it sends an email to the old and new email basically saying "there has been a change of information, if you have not initiated the change of information click the link to submit an automated support ticket"? But again thank you so much for your help.
5 cr points
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28 / M
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Posted 5/16/15
Hi, the same thing happened to me also. Username themattgoldfarb. I submitted a ticket about a week ago with no response. Can you help me as well?
Der Zoodirektor
23419 cr points
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34 / M / Germany
Online
Posted 5/16/15

themattgoldfarb2 wrote:

Hi, the same thing happened to me also. Username themattgoldfarb. I submitted a ticket about a week ago with no response. Can you help me as well?


Done, perform the same steps as the ones I've explained to the others above.
11467 cr points
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24 / M / Texas
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Posted 5/17/15 , edited 5/17/15
I'm not sure if the same thing happened to me, but I went to sign into the manga app and it said my login info was wrong, but I'm logged into the anime app? It's on this account I'm just not sure what to do.

Edit: I changed my password, and it's still not letting me log onto the crunchyroll manga app.

Edit2: I read a post where someone had a similar problem, so I changed my password to where it no longer had special symbols. I can now log on to the manga app
5 cr points
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27 / F
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Posted 5/26/15
I am having the same problem as above. My username is carolyn619 and the email i use to log in is [email protected] I tried to log in last night but its telling me that the password is wrong and the email is no longer available to log in. I have emailed crunchyroll and haven't heard back anything
Der Zoodirektor
23419 cr points
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34 / M / Germany
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Posted 5/26/15 , edited 5/26/15
I changed the password, can you try resetting it?
43874 cr points
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27 / F / New Hampshire
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Posted 5/26/15
Thank you so much I just reset it and i can now log in
Der Zoodirektor
23419 cr points
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34 / M / Germany
Online
Posted 5/26/15

Carolyn619 wrote:

Thank you so much I just reset it and i can now log in


Follow the further steps I've told the others in this thread as well.
25 cr points
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27 / M / Middle of Nowhere
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Posted 6/2/15
I went to log into my other account today since there is a premium membership on it and it gives me user not found. I double checked that it was the correct email address and the last promotional email I got from Crunchyroll came in April. The user name is Twitchyx243, luckily haven't had any charges on it other than my premium subscription fee.
33453 cr points
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M / ミシガン
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Posted 6/2/15 , edited 6/2/15

Razorx243 wrote:

I went to log into my other account today since there is a premium membership on it and it gives me user not found. I double checked that it was the correct email address and the last promotional email I got from Crunchyroll came in April. The user name is Twitchyx243, luckily haven't had any charges on it other than my premium subscription fee.
It should still be there since I found that profile: http://www.crunchyroll.com/user/Twitchyx243
25 cr points
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27 / M / Middle of Nowhere
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Posted 6/2/15
The account is there but the email address that I used to set it up registers and not being found. I guess someone has gotten in and changed it and the password.
Der Zoodirektor
23419 cr points
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34 / M / Germany
Online
Posted 6/2/15

Razorx243 wrote:

The account is there but the email address that I used to set it up registers and not being found. I guess someone has gotten in and changed it and the password.


Same situation as the others. Your password management was weak and was exploited.

I've reverted the email change and changed the password. Proceed as follows:

- reclaim account via the password reset page
- set a complex and unique new password
- check the devices page for any devices you do not recognize and remove those
- run a virus scan on all of your devices to make sure that is wasn't a local issue
- change your password on any other site you have been using the same credentials

Your payment details are safe, as your chosen payment method is very safe.
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