Hacked account

[Kamil27]

My account got hacked yesterday with 3 reservations at the same time, all in New Zealand and all for the same time schedule (April 29th to May 3rd) and already checked in. I got notifications 2 hours later than the payment was done. I reached out the customer services immediately right after I got the notification emails about the reservations and havent heard anything yet. There is some security problem with the login/payment section I believe. Unfortunately, I did not know how many people had similar problems. I have been using airbnb for a few years now and was happy about it but never expected this could happen. Still waiting for help from the customer service.

[Ana1136]

@Kamil27 someone made and paid for 3 reservations from your profile as a guest? Be sure to change your account details and inform your bank too. 

[Sean480]

You can't change your profile if your account gets hacked and they change your password, email address and phone number. You also can't contact AirBnb to alert them when this happens Ana.

[Ana1136]

@Sean480 you can definitely contact Airbnb and the bank, that is all you need. 

[Sean480]

How? There’s no phone number, no email address and they don’t respond when you open a new account to tell them the old one has been closed down by fraudsters. 

[Ana1136]

@Sean480 There are phone numbers, there is Twitter and Facebook where they are very responsive. 

[Sean480]

I don’t want to be offensive, I’m sure you’re trying to help, but this is not true. You have contradicted me without any evidence. I’ve searched the internet and various chat rooms and they all say the same thing - there are no ways to contact Airbnb outside of the platform itself. Even Airbnb themselves say this on their own website. If you are aware of some contact details that no one else is, please could you let me know what they are? Thank you, I appreciate you taking the time to help.

[Kamil27]

@Sean480 I used 1-855-424-7262 to call them. There are two others: 1-415-800-5959  and 02033 181 111. It is the best way to get a response. They did not contact me until the reservation was finished but then they refunded the whole amount. I believe there is a security problem about the accounts and no one should keep the credit card info on the account. 

[Sean480]

Wow! That’s great thanks Kamil. I used those numbers in Google, and it took me to Airbnb’s contact page, for the hundredth time. Guess what’s? No way of contacting them by phone.  Also, you have to log in before you can even get that far!  Hahahaha!  Your account has been hacked, locked, and you have to log into your (locked) account to find a non-existent number to tell them.  You couldn’t make it up if you tried!

At least I can use the numbers you’ve provided now. Thank you. Personally if this is the best they can do then I will be advising my friends and colleagues to avoid using them until they’ve got some basic security matters right. 

[Ana1136]

@Sean480 I have personally contacted them in all of the ways i told you about, I don't know what kind of evidence you want 🙂 They have different phone numbers for different countries and you don't have to be logged in to call them. 

[Sean480]

I’ve got numbers from Kamil now so I’m sorted. I don’t have a Twitter or Facebook account, so I couldn’t contact them that way anyway Ana. I would have expected them to publicly list their customer relations phone numbers or email addresses on the website, but they don’t.  I spent a lot of time on various chat rooms where this very subject was discussed. Thank you for your help anyway. 

[Carlos1454]

How do you contact customer support to let them know your account was hacked? Can any one help? Thanks

Carlos

+34602644653

/WhatApp

[Kamil27]

@Ana1136 yeap that is defenitely what happened to my account. I had a long password (10digit) including capital letter and numbers but still got hacked. I called the bank right away but at this point Airbnb should take an action. It is almost 36 hours but have not heard anything yet.

[Carlos1454]

MY WIFES ACCOUNT WAS HACKED AND THEY BOOKED A STAY IN THE UK AND NOW SHE IS 430 EUROS IN DEBT IN HER PAYPAL ACCOUNT.

WE ARE HAVING A HARD TIME CONTACTING ANYONE AT AIRBNB?

SHE ALSO CAN NOT LOGIN TO HERE ACCOUNT. 

HER EMAIL IS NOW INVALID IN AIRBNB?

I THINK ITS AN INSIDE JOB!

[Kamil27]

@Carlos1454 try to call 1-855-424-7262. It is the fastest way.