Your account may be stolen due to a number of reasons. Below are some common methods used by hackers to steal your account:

• Phishing/spoof emails: The account user has received phishing messages, clicked into the message and provided account information.
• A Gold Supplier account has the same password for other accounts on other website, such as Facebook or email, and one is hacked.
• There is virus on the user's computer or mobile device.

To avoid being hacked, please follow below tips:

1) Avoid phishing emails. There are some typical features of phishing emails:

• Fake email address. The hacker may use a fake email address which looks like an Alibaba.com official email.
• Non-personal greetings or no greetings. Real emails from Alibaba.com will begin with greetings like "Dear Mr. Malik" or "Dear Alex".
• Fake links asking for your account login information. Please only log into your account at: https://login.alibaba.com/
• Don't trust threatening emails, such as threats to terminate or suspend your account. 

Click here for examples of phishing or here for examples of phishing sites.

2) Tips for protecting your account password:

• Never share your password with others
• Protect your password
• Never provide your password via email or in response to an email request
• Do not use your password on devices you don't own
• Do not use the same password for accounts on multiple channels
• Change your password frequently and do not make it too simple 

Click here for more tips about protecting your password.

If you suspect that your account has been stolen or is at risk, please take the below steps:

• Run an anti-virus system check on your device
• Change your password and the password of your registered email
• Delete suspect information such as product postings that you don't recognize
• Check your inquiries for suspicious activities and communications
• Check your account settings

If Alibaba.com notices that your account was hacked during routine checks, we will take the below actions:

• If we have confirmed that the account's registered email has also been hacked, we will temporarily suspend the account and contact the owner by phone.
• If we have confirmed that the account's registered email has not been hacked, we will temporarily block the account. To resume normal usage, the user will need to complete an identity verification online.
• Suspicious product postings will be removed.

For more questions and concerns, please contact Alibaba Global Gold Supplier Service Team here.

If your account has been blocked, you will be required to verify your identity in order to reopen it. Please see the steps to reopen your account here.

If your account was suspended by Alibaba.com, you cannot reopen it by yourself and will need to contact the Service Team. Click here to contact the Alibaba.com Global Gold Supplier Service Team. 

• Run an anti-virus software on any computer or mobile device you have accessed your account with.
• Change your account password and registered email password, and make sure they’re different.
• Check account information, including posted products, inquiries, company information and account settings.
• Bind your account with a mobile if you have not. Learn how to bind account with mobile here.