Compromised Accounts: Troubleshooting & Help
This article includes common explanations for mistaking that a security breach has occurred, as well as steps you can take to secure your account if you believe it has been compromised.
Common reasons for mistaking that an account is compromised
- I can't log in: is it possible you’ve forgotten your password? Or that you’re entering the wrong email? You can initiate a password reset by following these steps.
- I received an email from Prepzo saying my password has been reset, but I didn’t request a password reset: as a means to help ensure the security of accounts, password resets may be initiated by Prepzo. The email will explicitly state that Prepzo has reset your password as a precautionary measure, and this does not indicate that your account has been compromised. When Prepzo initiates a password reset we send a notification from the following email address: hello@prepzo.net
- I can’t find my exams: could you have created more than one account by accident? This article includes troubleshooting steps you can take to locate your missing exams.
Reasons to take further action to secure your account
- You received an email from us that your email has been changed and you didn’t change it.
- You received a notification that your account’s password has been changed and you didn’t change it (note: this is different from a password reset notification from Prepzo that is explained above).
- Your account information has been changed but you didn’t change it (ie: your name, new credit cards were added, etc.)
- You’ve received notifications for purchases on Prepzo that you didn’t authorize.
- Other activity was attributed to you in your account that you didn’t initiate (ie: direct messages, etc.).
If you have seen or have been notified of any of the above, then please do the following:
- Immediately request a password reset email by following these steps. If you do not receive the password reset message within an hour, please check your spam folder. Also, please be sure the hello@prepzo.net email is added to your safe sender list. If you do not receive a password reset email and are unable to set a new password, then please contact Prepzo Support.
- If the email address you have registered with Prepzo has been changed in your account, and you can’t initiate a password reset, then immediately contact Prepzo Support.
- Make sure the email address you registered with Prepzo is secure.
- If you have received notifications of unauthorized purchases on Prepzo, please contact Prepzo Support as well as your financial institution or credit card company.
Keeping your account secure
Prepzo has security protocols in place to help keep your account secure. Accounts can become compromised, however, if an individual has gained access to your login credentials through fraudulent activities, like for example, a phishing scam.