Spot phishing and scam messages

A phishing or scam message pretends to be Esano, a shop or a buyer so you'll hand over a password, a code, money or a file. If a message pushes you to act fast or leave Esano, treat it as a scam until you've checked it.

Warning signs

• The sender address is wrong. Real automated email from Esano ends in @updates.esano.com. See Recognize real emails from Esano.
• It asks for your password or sign-in code. Esano's account emails tell you not to share your code with anyone.
• It creates panic. "Your account will be closed in 24 hours" and "Confirm now or lose your files" are pressure tactics.
• It asks you to pay somewhere else. Esano orders are paid by card at checkout. See Never pay outside Esano.
• The link goes to a strange address. Links from Esano go to https://esano.com/. A short link or a lookalike domain is a red flag.
• It arrives with an attachment you didn't expect. Esano's emails link to pages on esano.com. Don't open an unexpected attachment, even if it looks like an invoice.
• It offers something too good to be true, like a "free gift card" for completing a survey.

Scams that target buyers

• A "shop" says your payment failed and asks you to pay again by a link in the message or by another service.
• Someone claims to be Esano support and asks you to read back a code from your email.
• A message says you were charged and asks you to "cancel" by sharing card details.
• A seller wants to "save fees" by taking the sale outside Esano, then never delivers files.

Scams that target sellers

• A "buyer" asks you to deliver files outside Esano or to accept payment somewhere else.
• A message claims to be Esano and says your payouts are on hold until you sign in through a link.
• Someone asks you to send a code or share your password to "verify your shop".

What to do with a suspicious message

1. Don't click links or open attachments.
2. Don't reply, and don't give out any personal or payment details.
3. Go to esano.com by typing it yourself and check your Messages or Purchases and reviews.
4. Report it:
   • If it came through Esano messages, use Report. See Report a message or conversation.
   • If it came by email or text, forward it to customerservice@esano.com.

If you already responded

• You clicked a link but entered nothing: close the page. Nothing was shared.
• You typed your password: follow What to do if your account was taken over right away.
• You paid someone: contact your card issuer and tell them about the charge. Esano can only help with orders paid through Esano checkout, and you can also write to customerservice@esano.com with the details.

For help with a real order, see Find and search your purchases or Request a refund. To reach support, use Contact Esano support.