Locked out of my site! HACKED PASSWORD?

Kaylyn Springer
(@nhmin6490)

1 year, 10 months ago

My team tried to login to our web editor today (we login several times a week to update our site) and got the error message that the password was incorrect. None of us changed it.

Naturally, our next step was to try recovering a lost password to get back in. We first tried giving our username to receive the recovery email and got the notice that an email had been sent, but no email ever came. So we then entered our registered email address, and again got the notice that a confirmation link was sent, but no email came.

We’re very concerned our account may have been hacked, and after spending hours researching forums and trying to recover our account, we still can’t get back in. Please help! What should we do?

The page I need help with: [log in to see the link]

Viewing 4 replies - 1 through 4 (of 4 total)

threadi
(@threadi)

1 year, 10 months ago

First, take a quick deep breath and have a coffee, check it out here: https://wordpress.org/support/article/faq-my-site-was-hacked/

You can restore the access with the help of your hoster. Here is an article that describes how to reset a user password via the database: https://wordpress.org/support/article/resetting-your-password/#through-phpmyadmin

Note: if the site is actually hacked, no data on it can be trusted. You should then make a backup. Your hoster can surely help you with that.

Moderator Steven Stern (sterndata)
(@sterndata)

Volunteer Forum Moderator

1 year, 10 months ago

Before assuming hacked, just try to reset the password: This article lists several completely different ways to reset your password. Any one of them will work and do the job. Find the one that’s right for you and use that: https://wordpress.org/support/article/resetting-your-password/
Thread Starter Kaylyn Springer
(@nhmin6490)

1 year, 10 months ago
@threadi Thank you both – I did go through the “resetting your password” article in my research so I’ve been in touch with our host who is trying to troubleshoot as well, but they’re also experiencing some trouble with access. Hopefully the host has some answers!
- This reply was modified 1 year, 10 months ago by Kaylyn Springer.
Pioneer Web Design
(@swansonphotos)

1 year, 10 months ago
Once you are able to access the site and possibly may need to clean it ( Sucuri SiteCheck does not show malware issues at this moment ), it will likely help if you are able to optimize this site, which a good host should be able to provide you reports and support for/of such issues. Each of the links above could help your organization continue their mission, TY.
- This reply was modified 1 year, 10 months ago by Pioneer Web Design.