My account has been hacked

[marciods2003 5]

Good afternoon 

I am an IT manager in a construction company here in Brazil, and my director uses the Evernote tool to store all his important documents, his account was hacked on 05/14/2024 at 3:02 pm Brazil time.

Since then we are trying to recover it in every possible way, we have already opened a ticket in Evernote support, where they answered the initial emails however, I think they did not understand that the account was hacked and told us to perform password recovery procedures that do not work.
We returned the email from Evernote support and have not heard back about the case since. We have already sought some contact outside of support, such as a phone, but we have been unsuccessful

We really need help with this issue.

The email and password were changed and we lost complete access, below are the credentials used to access the account before it was hacked.

user: jose@casasdaagua.com.br

user evernote : jose904.3c94a36@m.evernote.com

Number ticket Evernote support 3890569

 

 

 

 

 

 

 

 

 

 

 

 

 

 

[gazumped 11,810]

Hi.  Thanks for your comprehensive report,  but this is a public forum and you have disclosed information above that you may want to remove for security reasons.  We're mainly other users here,  so don't have any control over Support,  but if you have a Support reference - a Ticket number - and can quote it here,  we can ask a Forum Admin (an employee) to contact them for you.

I don't know whether any of the attached information will be relevant or useful,  but see also:

https://help.evernote.com/hc/en-us/articles/115004395487-What-to-do-if-you-suspect-unauthorized-access-to-your-Evernote-account

[marciods2003 5]

Hi I deleted the images with sensitive information as you suggested.

Here is the number of the first ticket opened by evernote support, it would be very helpful if you could get someone from the forum administration or who works in support to help us with this critical case. ticket #3890569

[PinkElephant 8,346]

As told, we have no access to EN staff, since we are users like yourself. I have bumped this thread, so maybe something will happen.

*****

If you did not loose access to the mail account as well, you should be able to reset the password. It is the account that is set in the EN settings, and you get a password reset link there if you try to enter with the user, and don't have the correct password.

If however the hacker had better practice than your boss with security, he will have changed the mail address and enabled 2 FA. Then only support can help.

*****

This next will not help you now - but you should maybe talk to your boss (later) about sound personal behavior with using IT services.

The cases we know when reported here have some things in common:

Weak and/or reused passwords
The same or similar passwords are used for several services. When one is breached, the hackers just need to try others, and get access.

No 2FA enabled
2FA would offer an additional layer of security. The code changes every 30 seconds, and can't be computed even if a hacker learns the password.

These are the 2 most important security measures concerning an EN account.

The same measures should be applied for all other important services. Most important are email accounts - because they are usually the key to reset passwords for all other services.

And probably a training about "Phishing - what is it, how to identify and avoid iT" would be a good idea.

*****

You can check here if the email(s) of your boss have been exposed in breaches. Of course the service is not 100%, recent breaches may not show up.

https://haveibeenpwned.com

[mirayong 0]

Hi, did you manage to resolve the problem?

[marciods2003 5]

Good morning I haven't been able to do it yet, and I don't know who else to turn to since I don't have a response from support.

I really need to recover the notes that are in my account, it's been 15 years of work.

[PinkElephant 8,346]

You have a ticket number ?

Please send it via a DM.

[marciods2003 5]

2 minutos atrás, PinkElephant disse:

You have a ticket number ?

Please send it via a DM.

I have the number of the first open call, the only one I got a response to. I'll forward it by DM

[PinkElephant 8,346]

Your ticket and this thread was flagged. Hope you get a reaction now.

[marciods2003 5]

Thanks for the help, I'll be waiting.

[chutoi 1]

Hi, did you manage to resolve the problem ?

 

snaptube vidmate  

[marciods2003 5]

Hi It wasn't resolved, and I haven't received any contact from Evernote support

[marciods2003 5]

Good morning,

 managed to get in touch through another ticket that I opened on 05/21/2024, I started a new ticket stating that I was no longer able to access my account as it had been stolen/hacked, they responded with an email informing the basic procedures, which was done without success, I returned the email stating that even after carrying out the procedure informed, I was unable to access it and I detailed what happened, attaching prints of the license renewal and some prints of an IPAD that I managed to leave offline and the Evernote APP was not disconnected, on it you can see images of the notes that can prove that the account belongs to me.

They responded to the email I sent informing that the email configured in my account was receiving the link to recover the account, but that was the problem from the beginning, the email that is there in my account does not belong to me, it was added by person/hacker who stole my account.

I returned the email to support informing this, but it seems that support does not understand that I do not have access to the email that is configured on the account, as it is the hacker's email and not my original email.

This ticket is being handled by the number ( Ticket# 3895356 - No access to my account ) 

[gazumped 11,810]

Tickets 3890569 and 3895356 flagged (again)...

[marciods2003 5]

Good morning,

Updating this post to inform that I got a response from support and they have already requested some information and proof to validate the true owner of the account, we have already attached everything and sent it to Evernote support.

I am waiting for the information to be validated and the account to be effectively recovered.

As soon as the problem is resolved I will let everyone know with more information.

Thanks to all for your help .

[marciods2003 5]

Good morning,

Fortunately, I managed to recover the hacked account, and I have already taken the necessary measures to keep it safe.
However, the best way is to make users aware of how to protect their data. I had a long conversation with my director, who advised him not only about this situation but about the whole challenge of staying safe on the internet nowadays.
I would like to thank the Evernote community and everyone who took the time to help me with this issue.

Thanks