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]

@Carlos1454 it is not an inside job, these things happen every day, it is unfortunate but most of the times things work out well. I use a separate card for internet payments which is empty all the time unless when I want to book or pay something, I then add money so eve if someone hacks my profile they won't have any money to take. Contact Airbnb as @Kamil27 suggested, +34 91 123 45 67 this is the number for Spain. 

[Sarah977]

@Kamil27  I had a guest who told me her account was hacked a few years ago. So what she started doing was pulling her credit card info off the site unless she was making or in the midst of an active booking. She just enters it again when she wants to travel and book an Airbnb. You might consider doing this, it seems like a prudent thing to do.

Of course, the scammers may not have hacked your info off the Airbnb site, but from somewhere else and then used it to book Airbnbs.

I hope you work this out. Don't necessarily wait for Airbnb to respond. Keep hounding them.

[Susan17]

@Sarah977 

There are even businesses out there offering ready-made fake Airbnb websites now! Eye-opening article (and comments) below from well-known security expert Ray Krebs.

"Airbnb could help by adding some type of robust multi-factor authentication, such as Security Keys — which would defeat these Airbnb phishing pages. According to twofactorauth.org, Airbnb currently does not support any type of multi-factor authentication that users can enable"

https://krebsonsecurity.com/2019/04/land-lordz-service-powers-airbnb-scams/

[Kamil27]

@Sarah977 In fact, the only website my credit card account saved was Airbnb. Therefore the only way they got me was to hack my Airbnb account. 

[Gloria433]

My husband's account was hacked yesterday as well. Pulled about 4 grand. Booked a place in China, deleted his phone number, and then deleted the whole account -- presumably, so I could not make any changes by logging in. 

He called Airbnb, and they said they're escalating it to their specialized team. We have also filed a claim with my bank, but they said it can take up to 10 days for an investigation -- so we're short about 4 grand, which is not great. 

My guess is that the listing that was rented is a fake. The fraudsters hacked into my account, purchased the listing, then removed the listing all with the hopes of getting paid out within 24 hours (they did). Airbnb, after their investigation, will have to eat the cost. 

My husband's account was dormant and hasn't been looked at it since 2013. So he had a very old password (that was probably found in another data breach), and the fraudsters ran a script with known emails and passwords on popular websites (like Airbnb). I wish Airbnb would have 2FA or even password change notifications for folks who have dormant accounts. 

[Kamil27]

@Gloria433 I am sorry to hear that. Have you heard anything back from Airbnb? I had a complex password but still my account got hacked. The safest thing to do is to remove the card info from the account. 

[Lissette31]

This exact same thing just happened to me. I had to make a new account. Not only did the hackers book new trips using my debit card, but they cancelled a trip I had been planning for months and I'm beyond devastated. I've called airbnb and they told me the same thing that "it is being escalated". 

Did they returning your money? I have already filed a dispute with paypal but I am hoping airbnb will reinstate my account and the trip I had planned. 

[Frederik27]

Same here, yesterday someone must have hacked my account for a reservation in Auckland, NZ. I changed my password, but I apparently cannot cancel the reservation - I get an error message. Unable to contact airbnb.

[Kamil27]

@Frederik27 You should call the customer service right away and cancel your credit card. After 5 days, Airbnb sent me text messages saying that all the reservations were cancelled and I will get the full refund in 7-10 days. It is so frustrating. 

[Frederik27]

thanks ! I try to call them but I get a error message when I click on the link. The host was already removed from airbnb. I was able the send a message to airbnb help center though. Let's see what happens.

[Margaret550]

I just had something similar happen yesterday! My account was used to book a 17 night stay in Italy a few days from now. The person even emailed the host with a word for word copy of an email I had sent a different host. The reservation was then cancelled, but I was not refunded. I seriously believe the person who did this set up a fake listing in order to scam people and keep their deposits. 

I am not sure I will be using Airbnb again....

[Kamil27]

@Margaret550 in your case, I would suspect the host since he/she will get the money. Did you call the customer service? 

[Sean480]

Like so many others, my account was hacked, the password and phone number changed and then even my e-mail address was removed from the account. AirBnb does not have a customer services department for people whose accounts are locked out by hackers, so it is impossible to log a complaint with them except through opening a new account.  Even then, they have not responded to my complaints, even though more than $4k was almost taken from my Mastercard to make bookings in New Zealand. I managed to get the credit card company to block the payment in the nick of time, but I had to get mine and my wife's credit cards replaced.  This was not Phishing. I know the difference. I also texted some of the owners affected but none of them responded to me. Are they in on the scam?  Don't know, no-one will talk to me.  This lack of communication has been going on for years, if you look at historical "hacked" conversations here on this site.

[Kamil27]

@Sean480 did you try 1-855-424-7262? 

[Branka-and-Silvia0]

@Sean480you can contact Airbnb through Twitter (Airbnbhelp) or Facebook

or by phone:

United States and Canada	+1-415-800-5959 +1-855-424-7262 (toll-free)
Argentina	+54 11 53 52 78 88
Australia	+61 2 8520 3333
Austria	+43 72 08 83 800
Brazil	+55 21 3958-5800
Chile	+56229380777
China	+86 10 5904 5310 400 890 0309 (shared-cost)
Denmark	+45 89 88 20 00
France	+33 1 84 88 40 00
Germany	+49 30 30 80 83 80
Greece	+30 211 1989888
Hong Kong	+852 5808 8888
India	000 800 4405 103 (toll-free)
Ireland	+353 1 697 1831
Israel	+972 3 939 9977
Italy	+39-06-99366533
Japan	+81 3 4580 0999 +81 800 100 1008 (toll-free)
Mexico	+52 55 41 70 43 33
Netherlands	+31 20 52 22 333
New Zealand	+64 4 4880 888
Norway	+47 21 61 16 88
Peru	+51 1 7089777
Poland	+48 22 30 72 000
Portugal	+351 30 880 3888
Puerto Rico	+1 787 919-0880
Russia	+74954658090 88003017104 (toll-free)
South Korea	+82 2 6022 2499 +82 808 220 230 (toll-free)
Spain	+34 91 123 45 67A
Sweden	+46 844 68 12 34
Switzerland	+41 43 50 84 900

United Kingdom

+44 203 318 1111

Here are also explaned all other ways to contact them:

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide/td-p/16165