If you have started receiving bounce back messages, and you believe that you have not sent any emails out to the address specified within the message, your emails may have been compromised.
There are several reasons/causes of compromised mailboxes, the most common being:
- The password for your email account is too simple and easy to guess.*
- You have a virus on your computer that has allowed someone to view your computer remotely.
- The password has been given out to someone, either by accident or on purpose, and they have decided to use this information maliciously.
*Our system automatically generates strong, secure passwords. We do not change email passwords generated by our system unless you have specified a password that you would like to use instead.
In order for our team to help resolve these issues, please follow the guidelines outlined below.
- Run a virus scan on any computers that have access to the compromised email account.
- If, once the virus scan has completed, it detects anything, please follow the guidelines outlined by your antivirus to remove any viruses. Then, run the virus scan again once the infected files have been removed successfully.
- Once the virus scan has shown that there are no viruses on your computer, save a screenshot of the results.
- Submit a ticket, explaining the situation, showing the screenshot you have taken and also providing an alternate email address for us to send any information to.
- Once received, our support team will be able to carry out the relevant procedure to help protect your emails - this includes a password reset, which will be emailed to the alternative email address that you have provided.
As soon as the password has been emailed across to the alternate email address, it will be up to you to change the password on the email client that you are using (e.g. Outlook, Gmail, Mozilla Thunderbird, etc.).
We are not insured to provide any further support than what is outlined in this document. Any further support required will need to go through a third-party or through your own technical/IT team.