Hello Beth,

 

Welcme to the Community Forum,

 

Let me provide some information here that can help.

 

If your account has been compromised (hacked) it means that someone stole your password and might be using your account to access your personal information or send junk email.

How did a hacker get my password?

Hackers use several techniques to get your account password.

• Malware: If you install a program from the Internet that isn’t from a trusted publisher, it might include malware that logs your keystrokes or searches your PC for saved passwords.
  
  
• Attacking Internet sites: If hackers break into an Internet site and steal account info, they can check it against other sites to see if you've re-used your password.
  
  
• Phishing: Hackers often trick people into sending them their account data.
  

How can I recover my account?

To recover your account, follow these steps.

1. Clear your PC of viruses or malware before you change your password

Most hackers get your password through malware that's been installed on your PC without your knowledge (for example, when you download a new screen saver, toolbar, or other software from an untrustworthy source.) It’s important to clear your PC of viruses or malware before you change your password. That way, the hackers won’t get your new password.

If you have a good antivirus program installed, make sure it is up-to-date, then do a full scan of your system.

2. Change or reset your password

After you run the antivirus app, try to sign in to your account and change your password..

Make sure you create a strong password

 

Telling your internet provider will help.

 

 

Hope this helps,

 

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