My QBO account was hacked on Saturday 7/24/21. I have been trying to resolve it since then and continue to get the run around any suggestions?

Hello, kaasyd. 

Since Community is a public space and this requires pulling your account. I'd like to redirect you to our specialist, so this gets addressed securely. This may require confidential information, and they're the ones who can help us check on what we can do about it.

Here's how:  

1. Sign in to your QuickBooks Online company. Then click Help (?).  
2. Click Talk to a human.  
3. Choose Talk to a human.  
4. Enter your concern.  
5. You can either select Get a callback or Message an agent to get a representative on the line.    

To ensure that you'll be assisted immediately, I recommend checking our support hours before performing the steps.    

Keep me posted on how the contact goes or if there's anything else you need. I'm always around to help you out. Stay safe!

t

that's what I have been doing since Monday 7/26/21. I was looking for a person who may have gone thru an issue with their QBO account being hacked and which unit/division/department in QuickBooks they ultimately got their issue resolved with.

As of today I have spoken to 4 people as well as used the "chat" function and still working to resolve it. 

@kaasyd 

Did someone takeover your credential and you unable to login now?

At first now but as soon as I spoke with the first agent at QBO they indicated they would cancel the "Trial" company that hack added then I was located out and it had deactivated my account. I had to call back in again and solve that issue which I was able to get back in. 

Hello @kaasyd , thank you for coming to the Community with this issue. I take security issues seriously and want to follow up with you more in-depth.

Look out for a message from me in your Inbox so I can gather more information about your experience. Thank you again and I look forward to talking with you. 

Same thing happed to me and I am still trying to figure out if it is finally over because I am having to think way to far about how QBO and Intuit Merchant Services work.  The customer should not have to know how to do the job of the companies agents... but the past week has been hell for me as I have been passed around via chat and voice ... and can someone tell me why an account take over would ever  be ok to discuss via chat???

Mine started on Thursday 7/22 with the first sales receipts being processed.  The first deposit into their account was on Friday, along with my own payments.  Then it continued each day... of which I was closed Saturday through Monday... so I didn't even get to notice anything until Tuesday when I was closing and I saw I had $9000 in my undeposited funds account.  I had just done invoicing, so I thought I had done something wrong and went to figure it out and bammmmmm I saw sales receipts for my products at huge amounts from $1200 to $4500... I was trying to wrap my head around what was happening.  I then went to my intuit payments account and saw the transactions were pending and some were funded for past days.  So I started looking for contact information for Quickbooks.  Through the evening I chatted with and spoke with different agents and was passed around from intuit and qbo so many times I was overwhelmed... the BIG moment I can remember the first night was that the Intuit agent made a comment "well that is weird, who would hack into your QBO and create sales receipts and charge cards to deposit into your bank????"  That is when I literally was beyond understanding how these people can't get the reality of this ... so I responded "how do you know it is going into my bank account?"  and he said "well lets go look at that" and he showed me how to do that and low and behold... the hackers had changed the bank account and routing number and when I said "That is not my account"  he replied, " seriously, are you sure" ... that lead to a realization on his part that he needed to get me to someone in the risk unit, but I was not to change anything.  His "getting me to the risk unit, was that he emailed me a link to a chat"  Well, while I was trying to figure out how to get someone the phone... I through up my hands and said "screw this, I am going to change the account back to mine.  I went through the process to do that and when I hit the send code to my landline, the phone would ring and when I picked it up... there was a dial tone.    It took me 30 minutes to realize, they had forwarded my phone to them and they were getting the code.  So, I unforwarded my phone and voila, I was able to change the bank account. I think at that point... I went home and thought we were done, because I had changed all my passwords to all my banks and intuit and my QBO (but it was my QBO Accountant) because that is how I always go in because I have a few businesses.  I did not realize until the next day that they were back at it and they had changed everything again.  That is when I became more forceful.  I finally got ahold of someone that cancelled the intuit payment account and transferred me to QBO and I spoke with a nice guy that sent me to a link that would reset my account because by then I realized they were in my QBO and I was in my QBO Account and they had changed the second verification to their phone and I couldn't get in to change the password.  He promised me it would work, but the next day they had opened another payment account and were at it again.  By now I saw that I was being charged intuit fees and had done research that these companies had this happen to others and the others... were being held responsible for the companies fees and returns.  I was panicking I called again and finally got with the intuit to shut down the 2nd account and transfer me to QBO again and I got a nice lady that got me into my account, we changed everything and thought everything was going to be done and I realized too late that even though I changed everything, they were still in there and so I made the decision to create a new user and made the new user the primary admin and put the old user in reports only.  That seems to have worked, but when creating the new user, the QB app didn't process and said it wasn't working right and try again later... so I never got the new user set up... but when I go into my QBO accountant... I can see the new user is the primary and the old user only can do reports... so now I need to call them and have them help me delete the old one all together and keep the new one, but need access.  This is beyond ridiculous and someone in a federal regulatory agency needs to put these 2 companies on notice that this is unacceptable... these are our lives and we have to trust the programs we use an expect the owners/agents of these programs KNOW WHAT THEY ARE DOING!!!  Sorry, but I felt the whole story needed to be said for all of you that I am sure .... this is happening to!!!

Good morning and thank you for replying I feel as if I was reading the exact account of my current problem. I was blown away yours happened 7/22/21 and mine started 7/24/21.

I am going to look into the possibility they forwarded my number as well. I also had to switch to a new user name and password but still can't change anything in the "user" section. 

Hello @dn21! I appreciate you taking the time to explain your situation and what you've experienced. I'm already working with kaasyd but wanted to take the time to let you know I looked into your cases to understand what is happening on our end with your account.

Look out for a Private Message from me so that we can discuss the next steps. I appreciate your patience!

Have you contacted Intuit Merchant Services.  Quickbooks and Merchant Services are 2 totally different companies or do you use square or something else?

Update:  8/5/21 My bank account has been charged for return items fees and nsf fees by Intuit Merchant Services and they are now trying to collect $20,000 from me for disputed payments and say it is my responsibilty to pay for the fraud.  I have called the FTC 877-382-4357 and reported the consumer fraud claim against both Quickbooks and Intuit and they said to refer everyone to call them and make their own claims so they can help us from this abuse.  I am very disappointed in both Quickbooks and Intuit  and hope they are shut down!!!  

Update 8/15/21:  Let me say this this.  I have 2 businesses that I run through QBO accountant and have let them sit while I am deciding whether to stay or to go to another company, stay online or go back to desktop solutions only.  While I am sitting here totally confused, frustrated and angry that this has happened to me and so many others... I have not received anything from either QuickBooks, Intuit nor Merchant Services.  What kind of companies allows such a traumatic situation unfold on all sides and nobody calls me... to check on me and see if I am ok or if I need further assistance cleaning up this mess, so I might be able to continue doing business?  When did our world become so digital and not human... I literally am trying to figure out what any of these companies did for me after the week long attack on my beautiful world.  I have been traumatized and the once, confident and amazing business owner, has become fragile and second guessing where I should go from here. SHAME ON ALL OF YOU!!! 

Update 8/16/21:

I was victimized by hackers getting into my Intuit Quickbooks Online account... where they created invoices, input credit cards they had brought with them and then connected to my merchant services payment account automatically since it was linked to my QBO account for payments.  They proceeded forward my phone so they could get the voice code to change the deposit bank account to their own... all this while not raising any red flags in either Intuit QBO nor Intuit Merchant Services alert processes. 

I, the customer, found the attack, notified all parties, begged them to close out the accounts and reverse all the fraud.... and they neglected to do that ... taking 4 more days of my life to get them to cancel the merchant services account, which the hackers opened a new one by the next morning because they were still in y QBO because the QBO agents didn't get me in and definitely didn't get them out. 

I stopped the bleeding that was looking to be over $20k by reversing and canceling as many charges as I could.  Not only did the thieves get their fraud money, they also got my invoice payments as well and Intuit was still billing me for all the processing fees.

Ladies and Gentlemen, this was a major hack and is happening to many others at this very moment and will happen to many more in the future.  The 2 companies should be responsible to know their products and when something like this is happening, they should have an alert system that goes crazy with alerting everyone involved, so they can stop the thieves.

Now, here is the caveat... they want me to pay them back for all the monies they could not recover.  I told them that I was not at fault, they were and they need to be responsible for their mistakes and not revictimize their customer that is already traumatized.  

Well, they sent me to collections.  I received the first call this morning and if you read below... you will see the email I just received from the collections company.  

Enjoy... I will be cancelling my business with anything Intuit... not only did they not protect me, but they are continuing the attack on a small business owner in a small town in America... 

Stand with me and walk away now... they are not supportive they are the epitome of what we DO NOT want companies doing to their customers! 

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THIS COMMUNICATION IS FROM A DEBT COLLECTOR.  THIS IS AN ATTEMPT TO COLLECT A DEBT. ANY INFORMATION THAT IS OBTAINED WILL BE USED FOR THAT PURPOSE.

Hello @dn21. I understand your frustration and would like to do everything I can in the Community to help. This is why I reached out through Private Message to get more information about your situation. 

The contact link I gave you there is the best way to contact the Payments department directly. Due to the nature of merchant services transactions and the sensitive information involved, we are unable to handle these situations in Community. Thank you for your time.

I am having the same issue, hours on the chat and hours on the phone.  I am dead in the water and no idea when i can get my data back since it has been sent to the engineers.  I moved from desktop to online a month ago.  I entered a credit card to use when the trail was up.  The trail ended and they cancelled my account without notice.  I tried to pay with three other methods to reactivate and nothing works.  I have been patient since Friday.  Today we tried a work around to export data back to desktop and 10 hours later nothing.  I feel like someone is holding my data hostage.  Just found that i have another new client with the same issue.

Thanks for updating this thread and adding some details about the issue, Ann.

We want to make sure this account issue is resolved so you can finish your task in QuickBooks. If you're still unable to recover the account or haven't heard any updates from our support, we need to have you contact them again. I know you already contacted them, but only our live support has the details and updates of your previous case ID with us.

To get a hold of a representative, follow these steps:

1. Go to the Help menu then choose the Search tab.
2. At the bottom click on Contact us.
   
3. Enter the keyword Account Management and Billing in the What can we help you with? box.
   
4. On the next screen, scroll down to How would you like to connect with us section.
5. Choose Chat with us to initiate a discussion with a live agent.
6. Enter you account contact information then press Get a chat.
7. When using this option, make sure to enable pop-up windows. The chat box will appear at the bottom right section of your monitor, and an agent will be with you shortly after. See this:

Post here again for updates on how things go. I want to keep track of this topic and make sure it is resolved for you. Have a good one!

@Annglynn 

Just to clarify. Did you try to pay your QBO US trial account with a credit card issued in the US or another country?

Yes I tried with the bank account, a debit card and a credit card.  I even uploaded payment method via a secure method requested by intuit.  

I have same issue right now! I don't use QBO but desktop on an rdp.  Hackers created QBO and set up dummy accounts linked to my processing. I found hacker account when doing the manage product.  I'm out 9k now with a total of 23k potential.  QB support is worthless in all departments.  I found more on my own than  they did. I know what their cash app bank is, their telephone #s, etc. Support should be able to research history on "dummy" accounts but refuses.

Merchant Services is absolutely WORTHLESS!  going through same thing.

Mine has been hacked as well. A checking account has been added to my Chart of Accounts. I'm the only user and I did not add it! I wonder how many other accounts have been added. Oh my! I can't even make it inactive. This is a serious breach.

Hi this recently happened to me where they used my invoice link (pretending they were buying products) and then took my invoice and stole from multiple people with small charges for that one invoice easy time. I don’t know what to do. It came back on my business name. Strangers were calling me threatening me and then one really wonderful man who called was able to tell me what happened. He said he noticed charges he didn’t make in his account and it was my business name that popped up. However when i looked at the charges and found his name it was for 200 and he said 2k total was charged…. I cancelled all links/invoices everything and changed my security info. It’s been a few weeks and I’m now getting charged from my bank and I’m super overwhelmed/scared. I don’t want to report it to the ftc and local authorities as that was the only resolution i saw. I just want it fixed and to make sure my account is secure and the invoices that I was told were for customers that were actually victims of fraud.. what is wrong with people they put my account in the negatives. The total I got hit with on here is over 7k…. I’ve been a nervous wreck ever since. 

Curious...  Has this been resolved??? WE have the EXACT issue happen to our company and experience with QB.  They have also given us the run around and kept legitimate transactions to pay for the fraud.  We have had the State Attorney General involved without success.  I think it is time to file a class action lawsuit against both Intuit and GreenDot, who is involved behind the scenes.  Anyone in???