Prefer listening? Have this guide read aloud.
Someone got into my account
This could be an email account, a social media account or another online service. You might notice messages you didn't send, changes you didn't make or that your usual password no longer works.
Don't panic, but act promptly if someone has accessed your account. Start with the steps below. Ask someone you trust for help if you need it.
If you can still sign in
- Open the service's official app or website yourself. Don't follow a link in a suspicious message.
- Change your password to a strong password you haven't used elsewhere.
- Look in the account's security settings for an option to sign out of other devices or sessions, and use it if available.
- Turn on two-step verification if the service offers it. This adds another check when someone signs in.
- Check whether recovery email addresses, phone numbers or other settings have been changed.
If you can't sign in
Use the account provider's official account recovery or “Forgot password?” process. Go to its website or app directly. Recovery steps differ between providers, so Soilleir can't safely give one set of instructions for every account.
For common accounts, start with the official help pages: Google account security, Microsoft account help, Facebook account recovery, or Instagram Help Centre. If you use another service, visit its official help centre.
Protect other people and accounts
If you used the same password elsewhere, change those passwords too, starting with your email and banking accounts. If someone may have sent messages from your account, let your contacts know through another trusted way so they can ignore suspicious messages.
If banking information or money is involved, contact your bank promptly using its official app or a number you know is genuine.
Get help if you need it
Ask a family member, friend or someone you trust to sit with you. There is no shame in asking for help. You can also seek guidance from the National Cyber Security Centre or Netsafe.
Be careful of strangers who offer to recover your account for a fee. Use official support channels instead.
Was this guide helpful?
We welcome suggestions, corrections and ideas for making this guide clearer.
Send feedback about this guideThis opens your email app. Please avoid including passwords, bank details or other sensitive information.