Someone else accessed my Esano account

Act quickly. Change your password, sign out of all devices, secure your email account, then contact Esano support. If you can't sign in, reset your password first.

If you can still sign in

1. Open your account menu and select Account settings → Security.
2. Under Password, enter your Current password, a New password (at least 8 characters) and Confirm password, then select Change password. Use a password you don't use anywhere else. See change your password.
3. In the Signed-in devices row, select Sign out of all devices. This signs you out everywhere, including the device you're using. See sign out of Esano.
4. Sign in again with your new password.
5. Secure your email account (below).
6. Contact Esano support.

After a password change, other devices need to sign in again once their current access expires. That can take a little while, which is why you should also sign out of all devices.

If you can't sign in

1. Select Sign in, then Forgot your password?.
2. Enter your email and select Send code. Esano emails a 6-digit code from no-reply@updates.esano.com.
3. Enter the code and set a new password. See reset a forgotten password.
4. Sign in with your new password.
5. Go to Account settings → Security and select Sign out of all devices.

If the reset code doesn't arrive, check your spam folder. If it still doesn't come, someone may control your email account. Secure your email first, then try again. See my Esano code or email didn't arrive.

Secure your email account

Esano sends codes to your email, so anyone who controls your email can request codes for your Esano account. Change your email password, review any forwarding rules you didn't create, and turn on any extra protection your email provider offers.

Look for changes you didn't make

After you're back in, check:

• Purchases and reviews for orders you don't recognize. See find and search your purchases.
• Messages and Custom requests for anything you didn't send.
• Account settings for your name and email.
• If you have a shop, your Seller hub: shop settings, listings, payout details and who is on your shop team. See what your shop team has done and remove someone from your shop team. Also check your Stripe account and change that password if you aren't sure.

Contact Esano support

Email customerservice@esano.com or call 888-463-7051. See how to reach us. Tell us:

• The email address on your account.
• What you saw, and when.
• Anything that changed, such as a purchase, message or settings.
• Anything you shared, such as a password, a code or card details, and who you shared it with.

Don't send your password or a sign-in code. If you paid someone, also contact your bank or card issuer.

Esano's Terms of Use ask you to tell us right away about any unauthorized access to your account.

The "Your Esano password was changed" email

Esano sends this when your password changes. If you made the change, you don't need to do anything. If you didn't, select Forgot your password? on the sign-in window and check that your email account is secure.

Prevent it next time

• Use a unique password for Esano.
• Never share your password or a sign-in code with anyone.
• Check the sender before you act on any email. See which email addresses Esano sends from.
• Sign out when you use a public or shared computer.

For more, see keep your Esano account secure.