Compromised Accounts: Troubleshooting & Help

Common Reasons It Might Seem Like Your Account Is Compromised

• You can’t log in: Have you forgotten your password or possibly entered the wrong email address? Double-check both to ensure accuracy.
• You received an email saying your password was reset, but you didn’t request it: To protect your account.
  • As a means to help ensure the security of accounts, password resets may be initiated by Letterly. The email will explicitly state that Letterly has reset your password as a precautionary measure, and this does not indicate that your account has been compromised. When Letterly initiates a password reset, we send a notification from the following email address: [e-mail]. A password reset requires you to enter in a new password which Letterly will not know. Ensure that site you are going to is https://app.letterly.io/

When to Take Action to Secure Your Account

Take immediate steps if you notice any of the following:

• You received an email that your email address was changed, but you didn’t make this change.
• You were notified that your account password was changed, but you didn’t change it (this is different from the password reset initiated by Letterly mentioned earlier).
• Information in your account, such as your name or payment details, has been updated without your knowledge.
• You’ve received notifications for purchases on Letterly that you didn’t authorize.
• Other activity was attributed to you in your account that you didn’t initiate (ie: direct messages, Q&A comments etc.).

Steps to Secure Your Account

If you suspect your account has been compromised, here’s what to do:

• Reset Your Password:
  • Request a password reset email using Letterly’s password reset link on the login page.
  • If you don’t receive the reset email within a few minutes, check your spam folder and ensure [e-mail] is added to your safe sender list.
  • If you still can’t reset your password, contact Letterly Support at [e-mail] immediately.

Contact Support if Your Email Address Was Changed

• If the email address registered to your account has been altered, and you cannot initiate a password reset, contact Letterly Support at [e-mail] right away.

Secure Your Email Account

• Make sure the email account you use with Letterly is secure. Use a strong password and enable two-factor authentication if available.
• Address Unauthorized Purchases

Unauthorized purchases

• If you notice any purchases you didn’t make, contact Letterly Support at [e-mail] and notify your bank or credit card company immediately.

Keeping Your Account Secure

• Letterly uses advanced security measures to protect your account, but it’s essential to remain vigilant. Accounts can be compromised if someone obtains your login credentials through fraudulent methods like phishing scams.
• Letterly will never ask you for your password, not request your password verbally or via email. Passwords are entered in the password reset or onboarding screens in the Letterly app.

For more tips on keeping your account safe, click here.